Automic Principal Support Engineer (ICB5)

Job Description: Job Overview Broadcom Principal Support Engineers are responsible for providing omni-channel support for products and solutions and providing technical leadership and comprehensive technical guidance within GCS. They work on advanced complex technical projects or business issues requiring state of the art technical knowledge or industry, acting as recognized in-house experts on specific technologies and providing thought leadership to achieve company goals. 12+ years of related experience with a Bachelor's degree, 10+ years with a Master's degree, or 7+ years with a PhD. Technical Experience Possesses a specialized level of technical expertise and acts as a subject matter expert for multiple products/solutionsKnowledge of applications or technologies listed below at an administrator, support, developer level, and/or equivalent:Applications: Automic Automation, Automic Applications Manager, Automic Dollar UniverseOperating Systems: Microsoft Windows Server, Sun Solaris, Linux, HP-UX, AIX, z/OS platforms Web Servers: Jetty, Apache Tomcat, 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: PostgreSQL, Oracle, Microsoft SQL Server, Sybase, DB2 Software Development: Java, C/C++, Perl, SAML, SOAP, JSON, REST, XML, or HTML Scripting: PowerShell, bash, SQLNetworking and protocols: TCP/IP, HTTP, DNS and SSLContainer or virtual environment tools: VMWare, GCP, Azure, AWS, Docker, or OpenShift (Cloud certification preferred - GCP, AWS, Azure, Oracle) Key Responsibilities & Skills Confident, articulate, and professional written and verbal skills through phone, email, and virtual meeting engagementsExhibit strong customer facing skills while under pressure, with the ability to react, adapt, and respond professionally to complex and emotional situationsWorks 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 teamCollaborates well with resources outside their own area of expertise to resolve customer reported problemsChampion organizational projects, programs, and/or business initiatives using demonstrated creativity and ingenuity to improve performance and customer experienceDemonstrate technical and execution leadership to drive overall team successCoaches and mentors other team membersProvide technical leadership in Broadcom communities and Knowledge-Centered Service methodology and processAct as a role model and lead knowledge management success across GCS, proactively contacting power users to answer community questionsParticipate in customer technical events (i.e. site visits, user group meetings and webinars)Develop and deliver training on industry trends, product/technology changes, product lifecycle, and future direction of supported products or product linesInfluence Product Management regarding product enhancements to improve the customer experience and supportabilityCreation of lab environments to replicate customer issuesAdhere to case management best practices and look for new ways to improve the quality and integrity of case data/documentationFlexibility to work various shifts and provide rotational pager support as requiredArchitect and implement AI-powered tools/bots to advance new support ideas, partnering with product teams on AI-driven self-service and telemetry requirements while mentoring others on building automated workflows Educational Requirements Bachelor’s Degree in CS, CIS, or MIS required; Post-graduate degree typically expectedTechnical certifications preferred: Linux, Ansible, Terraform, Kubernetes, Networking, Cloud certs Compensation And Benefits The annual base salary range for this position is USD 110,800.00 To USD 177,300.00 As a valued member of our team, you'll be eligible for a discretionary annual bonus and the opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth. All subject to relevant plan documents and award agreements. Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence. R027229