Matt McEwan

During my tenure at Broadcom (Symantec/Carbon Black), my duties as a TSE included:

• Serving as a troubleshooting resource for both internal and external customers, reactively addressing emerging technical issues.
• Providing phone, remote session (i.e., Zoom, Teams), email, and chat support to resolve said issues.
• Authoring, editing, and updating knowledge base articles.
• Creating and delivering technical training presentations for both internal and external audiences.
• Providing proactive support, in the form of configuration and deployment planning, and hands-on assistance.

While working under the general label of TSE, my role evolved and grew in noteworthy ways during my 18+ years with Broadcom. Here is a brief overview of my various roles and the specific responsibilities involved.

Tier 1, 'Gold Queue' (2007-2010)

• Maintain strict adherence to aggressive call taking and case closure metrics.
• Capturing new issues in KB articles for immediate publication.
• Filing bug reports with Tiers 2 and 3 for assistance in resolving more complex issues.

Tier 2, 'Business Critical Services / Platinum Queue' (2010–2013)

• Providing external support to Symantec's largest customer accounts.
• Providing internal, advanced team support to Tier 1.
• Served as part of a dedicated Saturday support team during much of this time.

Tier 3, 'Backline' (2013–2018)

• Focused on internal support for Tiers 1 and 2.
• Expected to have developer-level expertise in supported products, serving as a filter for advancements to engineering.
• Creation and delivery of training for support was a primary goal; to this end, I helped create and administer a series of monthly lunch-and-learn sessions, custom-developed in response to needs based on trending issues.
• It should be noted that, from this point forward, I was considered 'Tier 3,' and I also held the rank of TSE 5, which is the highest achievable grade for this role at Broadcom.

Designated Support Engineer (2018-2024)

• Focused on external support for Broadcom's 'direct' (non-aggregated) customers, representing their largest and most critical accounts.
• Offered high availability and direct access for my accounts.
• Involved in the implementation, planning, and delivery of product roadmaps.
• Close relationship with development, giving direct accounts a voice to help improve the product in specific ways to help secure future renewals.

Catalyst Support Engineer (2024-2026)

• Delivering support to Broadcom's catalyst aggregators.
• Providing coaching and assistance to catalyst technicians while interacting on support cases.
• Joining calls with catalysts and customers to help troubleshoot and resolve issues.
• Participating in multiple catalyst feedback sessions per week, helping to triage issues, provide suggested next steps or recommend when an issue needed advancement to Broadcom.

• Staffing the company's Helpdesk phone line.
• Troubleshooting and resolving end-user technical issues.
• Deployment and configuration of new hardware and software.
• Assisting the network and server teams with projects as needed.