TD SYNNEX Multi-Country Area (English) · 10 hours ago
L2 Technical Support Engineer
United States
Full-time
Remote
Senior Level
5+ years expTD SYNNEX – Shyft Services is a leading global technology distributor supporting enterprise customers and channel partners worldwide. The L2 Technical Support Engineer is responsible for providing advanced technical support for Symantec and Broadcom Endpoint Security products, delivering 24x7 reactive and proactive support for enterprise customer environments.
Information Technology & Services
Responsibilities
Provide professional, courteous technical support to internal and external customers via phone, email, and virtual collaboration tools
Deliver reactive and proactive technical support across OEM hardware, infrastructure, and security platforms
Diagnose and resolve complex technical issues using logs, traces, dumps, debuggers, scripts, and lab environments
Manage incidents, problems, and changes in strict accordance with ITIL-aligned ticket management procedures
Maintain accurate, complete, and timely case documentation within the ticketing system
Meet or exceed contractual SLAs through efficient troubleshooting and resolution
Develop technical service plans to support onsite hardware repairs and replacements
Remotely guide and support onsite technicians to ensure correct repair procedures and OEM compliance
Validate system functionality post-repair and confirm restoration of service availability
Serve as a designated technical contact for assigned customer accounts
Participate in scheduled customer calls to review incidents, progress cases, and provide proactive guidance
Identify trends, risks, and opportunities to improve customer environments and service outcomes
Collaborate with engineering, product, sales, and account teams to resolve escalations and improve product supportability
Contribute to internal and customer-facing knowledge bases using Knowledge-Centered Service (KCS) practices
Participate in scrum and agile activities, including feature reviews, lab testing, and validation
Mentor and coach L1 engineers on Symantec/Broadcom troubleshooting methods, and process adherence
Build and deliver technical training sessions as required
Maintain OEM certifications and stay current on supported technologies
Participate in on-call rotations, including weekends and public holidays, as required
Demonstrate flexibility and adaptability in response to evolving business and customer needs
Demonstrated Root Cause and Corrective Action (RCCA) analysis and customer reporting
Represent TD Synnex-Shyft Services professionally in customer-facing technical events, user groups, and webinars
Qualification
Required
5+ years of hands-on experience supporting Symantec/Broadcom or equivalent technologies
Bachelor's degree in computer science, Cybersecurity, IT, or equivalent experience
Excellent analytical and problem-solving skills with the ability to resolve complex issues efficiently
Confident, articulate communication skills—written and verbal—with customers and internal stakeholders
Proven ability to remain professional and customer-focused under pressure
Strong collaboration skills across technical, engineering, and business teams
Demonstrated technical leadership and mentoring capability
Ability to collaborate globally across time zones and teams
Preferred
ITIL Foundation certification preferred
Broadcom / Symantec certifications strongly preferred
Additional certifications a plus: Security+ / CISSP, CCNA / CCNP, Endpoint or EDR platform certifications
Benefits
Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
Company
TD SYNNEX Multi-Country Area (English)
We’re TD SYNNEX (NYSE: SNX), a leading distributor and solutions aggregator for the IT ecosystem.
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase