Requisition ID 9983 - Posted 11 18 2025 Support engineers should have 2 years of experience Responsibilities Provide customer support by resolving platform inquiries L1 technical issues and configuration challenges related CloudPhysics platform and its interaction with Broadcom environments Diagnose troubleshoot and document cases for escalation to the Development Team via Jira tickets Maintain and update Knowledge Base System Taxonomy Hardware Compatibility List and End-of-Life Databases using Broadcom s latest updates Even if something has been automated they can be the owners Track and report support metrics to ensure SLA compliance and continuous process improvement WalkMe in-app support maintenance Website Static Pages and Security FAQ documents maintenance We have outdated documents that require changes or even to recreate the document to add the changes Maintain and improved support AI knowledge tool when it is available Skills Requisites Basic to intermediate technical knowledge to assist customers effectively Understanding of virtualization concepts and VMware environments Experience with OVA OVF installation Ability to utilize and improve existing answers from our knowledge base database Willingness to learn Salesforce SFDC for ticket management as we transition from email-based support to SFDC Ability to learn how to use and troubleshoot an application that consist of an observer application that collects data and web application that provide analytics Knowledge of WalkMe is a plus in order to update in-app support pages Based on the skills required we will need engineer with storage virtualization and VMware skills along with valuable analytical and communication skills

📌 Support Engineer (India)
🏢 Agiliad
📍 India