Are you looking for a career in a high-energy, professional work environment at a company whose cutting edge technology enables the flow of the world’s digital data and on whom the high-tech world depends every day? Are you looking for a company that values and rewards your contributions, challenges you to shape your own career path, and provides top-notch personal development? If so, Brocade is the place to begin and explore your career!

Brocade is an industry leader in data center networking solutions and services that enable organizations to manage their most vital information assets. It’s no wonder that Global 500 companies rely on Brocade technology to keep their businesses running around the clock. Brocade has pioneered the technologies that enable highly reliable and secure data center connectivity. Today most of the world’s data flows through Brocade equipment and data center networks built on Brocade technology.

The Associate GTS TSE functions as a member of the support organization to provide technical support via phone, e-mail and web for Brocade Communications partners and customers.

·         The Associate TSE must have strong fault isolation and root-cause analysis skills required to diagnose and solve complex technical issues.

·         The Associate TSE will be responsible to provide timely solutions to Brocade customers and partners in a professional manner.

·         The Associate TSE will be required to regularly update service requests to record the progress of calls in the Brocade CRM as well as documenting solutions and product information in the Brocade knowledge base for future reference.

·         The Associate TSE will be required to work with GTS and Senior GTS team members and at times Development, Sales, Q/A, and Marketing to build a positive customer experience.

Main Duties

·         Provide remote technical support to Brocades partners and customers on current and future Brocade products.

·         Understand, troubleshoot, diagnose and resolve Brocade partner and customer issues.

·         Define and manage problem resolution plans and communicate closure/resolution to Brocade partners and customers.

·         Record, update and manage all assigned service requests leveraging Brocades CRM.

·         Identify known issues, hardware, and software problems leveraging the Brocade CRM.

·         Recreate issues experienced by Brocade partners and customers.

·         Adhere to Brocades documented escalation guidelines.

·         Effectively manage many different tasks simultaneously.

·         Travel occasionally to customer sites to perform problem resolution and installation activities.

Adhere to Brocade Core Competencies

·         Customer Focus: Develops relationships with internal and external customers that contribute to enhanced business performance.

·         Business & Financial Acumen: Understands and applies sound business principles and knowledge to positively impact business performance.

·         Drive for Results: Takes responsibility and accountability for delivering results that meet or exceed personal and company goals.

·         Planning & Organizing: Proactively coordinates work activities for self and others, as appropriate, to get things done.

·         Straight Talk/Communication: Clearly communicates in a straight-forward, honest, and timely manner to keep others informed about things that affect them.

·         Teamwork: Works cooperatively with others as a teammate to achieve results, build morale, and celebrate the successes of others.

·         People Development: Engages self and others in development opportunities to enhance contributions to personal and company growth.

·         Organizational Agility: Understands Brocade‘s structure and systems, and leverages opportunities to contribute to meeting company objectives.