Technical Support Specialist Level 2 - CA by Broadcom

About the role

Arrow, an American Fortune 500 distributor of electronic components and computer products, is hiring a Technical Support Specialist Level 2 in New Cairo, Egypt. The engineer provides support to global customers via email, telephone and remote sessions, mainly on Broadcom technologies, investigating issues with CA by Broadcom products in the AOD and IMS domains.

Key responsibilities

• Provide prompt troubleshooting support to CA customers by phone, email and remote sessions, keeping a customer-first mindset throughout the query lifecycle.
• Replicate customer configurations to troubleshoot complex errors.
• Develop technical skills in selected products and learn new technologies across disciplines.
• Undertake training to achieve and maintain product accreditation.
• Attend and host remote support sessions with customers and vendors to diagnose faults, review configurations and resolve issues.
• Document all work in the customer support ticketing system and share technical learnings through knowledge articles.
• Work with Escalation Engineers and colleagues to provide the best technical solution to customers.

Required profile

• 2-3 years of experience in IT customer support or similar roles.
• Excellent written and spoken English; additional German, French or Spanish is a plus.
• Good interpersonal and customer service skills in high-stress or ambiguous situations.
• Strong aptitude for learning new technologies and willingness to work outside normal business hours.
• Previous experience in busy technical support departments.

Required skills

• Foundational networking knowledge.
• Linux and Windows operating systems, APIs, Tomcat, Java, SSL/HTTPS certificates, Oracle and SQL databases, and infrastructure management.
• Ability to analyse logs, identify patterns and resolve complex cases.