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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)
Executing client environment technical health checks
Understand and communicate how solutions resolve typical client business needs
Proven comprehension of product capabilities and ability to design solutions to be implemented into client environments
Engage in hands-on implementation of complex product solutions within a client environment
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 methodologyand 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
8+ years of experience in Single-Sign-On technologies.
Knowledge of at least 2 years of the applications or technologies listed below at an administrator, support or developer level 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
Experience with CA SiteMinder is a plus
Strong customer service and communication skills, flexibility to work various shifts from 8am-8pm M-F, and provide rotational pager support as required
Bachelor’s Degree in CS, CIS, or MIS and relevant technical certifications preferred
Business Travel and Physical Demands
Business travel of approximately 20 or more percent yearly is expected for this position
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.
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