Senior Technical Support Engineer – Mainframe
| Company | Broadcom Limited |
|---|---|
| Location | Plano, TX, USA, Downers Grove, IL, USA, Princeton, NJ, USA |
| Salary | $71000 – $113000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Proven customer service skills.
- Strong communication skills; written, verbal and social media.
- Demonstrate technical and team leadership skills.
- z/OS, Unix, ACF2, Top Secret, CICS
- Typically 5+ years of related professional experience in a Mainframe environment working in Software Support or Systems Programming.
Responsibilities
- Promote Broadcom mission, customer promise, and strategy; willingly adapts to and supports change.
- Willingly accepts and adapts to change in product(s) being supported, environments (i.e., Saas), infrastructure / technology and such.
- 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.
- Independently learn and expand product, technology and soft skills.
- Actively participate in Broadcom communities to promote self-service and to promote customer-to-customer collaboration.
- Share knowledge with other engineers and customers by following KCS methodology and process.
- Leverage experience and research existing knowledge resources to evaluate customer’s environment and historical use of Broadcom products.
- Mature relationships with key internal stakeholders (e.g., SaaS Ops, Sustaining Engineering).
- Use problem solving skills to quickly resolve customer’s cases to their satisfaction.
- 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.
- Demonstrate teamwork and leadership by providing technical assistance to team-members to support aged/escalated issues.
- Partner with Support Delivery Management and Engineering Teams to highlight customer’s business impact.
- Understand the Product Lifecycle and future direction for the supported products or product line.
- Create lab environments to replicate customer issues.
- Improve product quality by identifying and documenting predominant customer issues.
- 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 to increase customer satisfaction and adoption levels.
- Cultivate a growth mindset.
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 (z/OS, ACF2, Top Secret, DB2, Unix, SMP/E, etc.)