Full Job Description
This position is responsible for providing technical support for complex issues involving Mainframe Storage Management software to ensure our customers achieve their desired business outcomes. Technical Support Engineers are expected to deliver a superior customer experience by exhibiting technical expertise and timely and clear communications.
Key Responsibilities
• Prioritize and balance workload to effectively manage multiple concurrent cases. Collaborate with other team members in case management and resolution.
• Analyze customer provided data and perform research to formulate potential solutions for customer issues. Provide assistance to prevent future issues by proactively sharing information with the customer regarding recent product updates and knowledge documents.
• Research and investigate complex issues for Broadcom product defects for associated product(s). Use logs, traces, dumps, debuggers, review of product code, scripts or other software tools as a precursor to involvement by the Development team.
• Maintain and utilize lab environments to replicate customer issues to determine solutions or identify product defects. Share configuration best practices with customers. Identify barriers preventing customers from upgrading or deploying products.
• Communicate business impact of product issues to the Development team and collaborate on prioritization and selection of solutions.
• Lead and coordinate aged/escalated issues to the customer's satisfaction. Provide structured follow-up coaching for less experienced team members.
• Utilize Knowledge Centered Service (KCS) processes to appropriately reuse, create, update, publish, and retire knowledge. Collaborate with colleagues in developing knowledge content.
• Adhere to best practices and case hygiene in the case resolution methodology.
• Participate in the weekend on-call rotation for Severity 1 support.
• Expand product knowledge, technical knowledge and soft skills through formal, informal, and self-study learning opportunities. Stay current with Broadcom Support best practices, procedures, products and systems. Earn product and industry certifications as relevant to job responsibilities.
Skills & Competencies
• Proven customer service skills
• Strong written and verbal communication skills
• Teamwork, collaboration, reliability, and self-direction
• Relevant technical competence for this role
- Mainframe operations or systems programming experience - z/OS, z/VM and/or z/VSE
- Strong knowledge of Mainframe technologies such as JCL, ISPF, REXX, USS, SMP/E, zOSMF, etc.
Storage Management experience
- Expertise as a Storage Architect, Engineer, or Administrator
- Competence with disk, virtual tape and physical tape technologies
(examples DFHSM, DFSMS, RMM; Broadcom products including CA 1 Flexible Storage, Vantage, Disk Backup and Restore, Allocate).
- Competence with utilities including IEBCOPY, IDCAMS, IEBGENER, etc.
Preferred Education
Bachelor's Degree or global equivalent in Computer Science or a related technical discipline.
Technical and professional certifications as applicable to the position.
Work Experience
Bachelors degree and 5+ years or Masters degree and 3+ years of related professional experience in a Mainframe environment working in Software Support or Systems Programming. Demonstrated proficiency with Broadcom (or comparable competitor solutions) per the specific role
Candidate must have the legal right to work in the US.
This is a work-from-office position.
Compensation and Benefits
The annual base salary range for this position is73,100 - 117,000. This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.
Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.
If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.
