Support Engineer – Mainframe

Support Engineer – Mainframe

Requirements

• Proven customer service skills.
• Strong communication skills; written, verbal and social media.
• Demonstrate technical and team leadership skills.

Responsibilities

• Promote Broadcom mission, customer promise, and strategy; willingly adapts to and supports change. Participates in projects to improve the business/products/CX.
• Willingly accepts and adapts to change in product(s) being supported, environments (i.e., Saas), infrastructure / technology and such. May assist others in adopting to product(s)/technology change. May act as a Designated Support Engineer for certain products/ customers.
• Continually expands knowledge of Broadcom Support best practices, procedures and systems.
• Lead brainstorming sessions to improve our business by applying active listening, collaboration and facilitation skills.
• Proactively identify team training needs; collaborate with team members to facilitate relevant training to address individual or team needs.
• Prioritize and balance workload across channels, making good use of time to achieve organizational and personal goals. Assist/mentor others to prioritize and balance their workload by sharing their expertise.
• Independently learn and expand product, technology and soft skills. Expand knowledge across multiple product releases. Act as subject matter expert for certain product components.
• Actively participate in Broadcom communities to promote self-service and to promote customer-to-customer collaboration. Review information and answer questions on product Communities.
• Share knowledge with other engineers and customers by following KCS methodology and process. Enable customer self-service success using KCS methodology by reusing, creating, reviewing, updating, publishing and retiring knowledge. Assist/ mentor colleagues developing knowledge content.
• Leverage experience and research existing knowledge resources to evaluate customer’s environment and historical use of Broadcom products to proactively prepare for customer engagements, assess business impact and instill immediate customer confidence.
• Mature relationships with key internal stakeholders (e.g., SaaS Ops, Sustaining Engineering) to develop strategic partnerships which will help customers achieve their business outcomes.
• Use problem solving skills to quickly resolve customer’s cases to their satisfaction and provide assistance to prevent future issues by proactively sharing information/expertise regarding recent hotfixes and knowledge documents with the customer.
• Utilize new or advanced technology (i.e. telemetry) to increase knowledge of customers’ environments.
• Apply advanced technical knowledge and troubleshooting methodology to assess complex problems, analyze logs to determine root causes and advise customers on solutions. Analyze diverse customer environmental data to troubleshoot and recreate issues on test systems. Share configuration best-practices with customers.
• Demonstrate teamwork and leadership by providing technical assistance to team-members to support aged/escalated issues. Provide coaching and mentoring to less-experienced team-members, or colleagues.
• Partner with Support Delivery Management and Engineering Teams to highlight customer’s business impact and influence the prioritization of defects/issues to create fixes.
• Understand the Product Lifecycle and future direction for the supported products or product line. Participate in scrum teams including documentation and requirements review, comments on end of scrum demos, test demo environments and supportability requirements.
• Create lab environments to replicate customer issues.
• Improve product quality by identifying and documenting predominant customer issues which require assessment by the Business Insight Analysts.
• Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation.
• Proactively identifies barriers preventing customer from adopting or being productive with products/solutions and leverages cross-functional teams and proactive support playbooks to increase customer satisfaction and adoption levels.
• Cultivate a growth mindset. Continual focus on professional career development opportunities including product and industry certifications.

Preferred Qualifications

• Bachelor’s Degree or global equivalent in Computer Science or related discipline.
• Preferred, Appropriate certifications such as 100 level (or equivalent) knowledge of a Broadcom product.
• Preferred, Product line relevant or relevant 3rd party certifications (Oracle, MCSE, DB2, Unix, SMP/E, CNE, etc.)