The TAMs have received our letters, but we all have a new "role" which is Technical Support Engeneer...
At VMware the TSE is there to help customers when there are problems with the products, what about the role of TSE at Broadcom ?
11 replies (most recent on top)
TAMs in every org but vmware are part of support.
Read the Global FAQs doc, link provided in 2nd Broadcom email after your Welcome letter. "HR Integration FAQ - Pre-Close - for U.S., Canada, India, Singapore & Taiwan"
- How were my job title and job level mapped to the Broadcom structure?
Job titles and levels were mapped according to Broadcom’s job structure philosophy. More information on Broadcom’s job structure and approach to job titling will be provided after the Closing.
Stop the panic. Read what is provided.
TAM - mine is the same title as yours, TSE. It would be Nice if we knew what job we were accepting…
People relax, they address the titles in the faq. You did not suddenly get a whole new role.
Do we know if its all TAMs getting offers?
Or just the old TAMs? Not the rebranded Success CSMs?
Lot's of people getting letters with unrelated roles listed as TSE, it's just for ease of reusing templates. Don't worry about it.
However not sure how BC is going to differentiate TSE and TAM's if we are required to perform very similar duties from now on.
TAM's are part of PSO really, lots of customer's have support contracts but not all of them have TAM's.
https://docs.broadcom.com/doc/ca-designated-support-engineer-program
You can say its BS but Broadcom has that role and it sounds like a TAM but more technical. Looks like they solve support tickets and act as a L1 support who then escalate to support.
I would say this is bshit... customer is paying for tam engagment... which is on top of support
To me sounds like TAM's now expected to do TSE duties, that's interesting.
Wonder's how that makes the TAMs feel, but to be honest a lot of TAM's which I know came out of TSE roles in the first place so they are probably capable of doing it.
However I just know some will view it as a step down in their title.
Have all TAMs received there letters? Any TAM on transition or not got a letter?
Could TSE be the job family rather than new job title?
hmmm when you google TSE broadcom. The job adverts sound like our TSE?
Job Description:
• The Technical Support Engineer is a direct resource to answer customer technical inquiries (phone, email and web), and must have the ability to effectively communicate to both customers and internal personnel while working under pressure.
• The Technical Support Engineer documents client calls / cases in the CRM database; provide troubleshooting skills; lab replication and research for more difficult problems; ensure customer expectations are properly managed, and that technical issues and needs are resolved to the customers’ satisfaction in a timely manner.
• The Technical Support Engineer is required to duplicate reported problems in lab and escalate identified problems to the next level Sustaining Engineering team for further resolution investigation and resolution.
• The Technical Support Engineer is required to confirm that software fixes received from Sustaining Engineering to be tested in his lab for problem fix confirmation prior to issue a software patch.
• The Technical Support Engineer will be involved in the creation and completion of department and individual goals and fulfilling all services requests received from customers.