Siteminder Customer Support and Success Engineer
Burlington, MA

Job Description

Please Note:

1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)

2. If you already have a Candidate Account, please Sign-In before you apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

Job Description:

Job Overview

Broadcom Support Engineers are responsible for troubleshooting and resolving technical problems for Broadcom Enterprise Software customers for multiple solutions and underlying technologies using superior expertise in technical skills, guidance, mentorship and leadership.

Technical Experience

* 5+ years experience in using, managing, and/or supporting Single Sign On (SiteMinder) Product


* Knowledge of applications or technologies listed below at an administrator, support, developer level, and/or equivalent:
* Operating Systems: Microsoft Windows Server, Sun Solaris, Linux, HP-UX, AIX, z/OS platforms


* Web Servers: Apache, Microsoft IIS, Sun One, Domino or IHS


* Application Servers: IBM Websphere, BEA Weblogic or JBOSS


* Directory Servers: Sun One Directory Server, Microsoft Active Directory, CA Directory, or equivalent LDAP directories


* Databases: Oracle or Microsoft SQL Server


* Software Development: Java, C/C++, Perl, SAML, SOAP, XML or HTML


* Networking and protocols: TCP/IP, HTTP, DNS or SSL





Key Responsibilities & Skills

* Confident, articulate, and professional written and verbal skills through phone, email, and webex engagements


* Exhibit strong customer facing skills while under pressure with the ability to react, adapt, and respond professionally to complex and emotional situations


* Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors (Use logs, traces, dumps, debuggers, reviewing product code, scripts or other software tools as a precursor to involvement by the Engineering team)


* Collaborates well with resources outside own area of expertise to resolve customer reported problems


* Champion organizational projects, programs and/or business initiatives using demonstrated creativity and ingenuity to improve performance and customer experience


* Demonstrate technical and execution leadership to drive overall team success


* Coaches and mentors other team members


* Provide technical leadership in Broadcom communities and Knowledge-Centered Service methodology and process


* Participate in customer technical events (i.e site visits, user group meetings and webinars)


* Understand the Product Lifecycle and future direction for the supported products or product line


* Actively participate in scrum teams: including documentation and requirements review, feedback on sprint demonstrations, test and validate demo environments, and identifying supportability requirements


* Creation of lab environments to replicate customer issues


* Adhere to case management best practices and look for new ways to improve the quality and integrity of case data/documentation


* Flexibility to work various shifts and provide rotational pager support as required



Educational Requirements

* Bachelor's Degree in CS, CIS, or MIS required


* Technical certifications preferred



Business Travel and Physical Demands

* Business travel of approximately 20 or more percent yearly is expected for this position



If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.