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Job Description:
Broadcom’s Mainframe Software Division (MSD) is looking for a talented and motivated Technical Support Engineer with a passion for Customer Success. This position is responsible for providing omni-channel support for complex questions/problems for product suites to ensure our customers achieve their desired business outcomes. Engineers are expected to deliver a superior customer experience by exhibiting our core principles of empathy, expertise, value, and speed to ensure our customers are able to use our products efficiently and effectively.
Key Responsibilities
- Maintaining a professional attitude and utilizing technical expertise in order to resolve problems quickly and effectively
- Acting as a first-level interface with customers when problems/questions are identified with Broadcom Software
- When appropriate, request documentation for review and analysis to determine the problem and provide applicable maintenance to resolve the problem(s) if available
- Efficiently utilize available resources to review and analyze the documentation when it is sent by the customer
- Upload the logs, dumps, and other documentation to the mainframe for review
- Attempt to recreate the error(s) on available mini systems, if the problem has not been previously reported or no maintenance currently exists
- If necessary, engage Sustaining Engineering (SE) to further analyze the data
- Obtain advice on possibly providing an existing fix
- Allow SE to create a resolution and provide to the customer
- Handle multiple cases efficiently and provide clear communication to colleagues or SE to prevent issue aging before a resolution is found
- Follow documented guidelines for case hygiene to provide clear, concise, and timely updates
- Act as a teammate and collaborate with colleagues to provide efficient, continuous coverage when necessary
- Upload documentation and maintenance to cases for colleagues when necessary
- Constantly strive to expand product knowledge through strengthening of analysis, formal learning opportunities, and self-study, when available
- Keep abreast of technical and environmental changes, and tools to strengthen analytical skills
- Write, revise, or archive knowledge documents as needed
- Provide to customers when appropriate
- Coach and assist less-experienced team members to become more self-sufficient and confident in their role(s)
Mainframe Skills Desired:
• Proficiency in z/OS mainframe environment
• Knowledge of Mainframe Architecture and Operations
• Experience with SMP/E, z/OSMF, USS (Unix System Services), TSO/ISPF, SDSF, IPCS and other z/OS utilities
• Experience working with and knowledge of TCP/IP concepts and basic networking including FTP and Telnet processing
• Experience working with and knowledge of VTAM and TN3270 session management
• JCL knowledge for job submission, troubleshooting, and batch processing
• Experience with REXX, CLIST, or similar scripting language
• Experience with CICS administration
• Experience working in production mainframe environments
• Ability to diagnose and resolve technical issues related to z/OS
• Knowledge or familiarity with Broadcom Mainframe Products, in particular NetMaster, SOLVE:access, and MIM
• Familiarity with GRS and z/OS resource serialization
• Knowledge or familiarity with Broadcom Mainframe Products, in particular MIM
• Knowledge of IBM Data Storage for tape and DaSD
Nice to Have/Bonus Skills:
• Knowledge of API processing
• Knowledge in Assembler language
• Understanding of mainframe security concepts
• Ability to analyze SYSOUT, job logs, and abend codes
• Understanding of SMF (System Management Facility) data and record formats
• COBOL programming skills
• Familiarity with VM CMS
• Knowledge of GDPS, DFDSS, DFSMS
Support Experience
• Strong problem-solving skills and ability to provide high-quality technical support
• Strong written and verbal communication skills for technical and non-technical customer-facing interactions and documentation
• Strong desire to conduct needed research of both internal and external resources
• Customer advocate with a passion for excellence and ability to build strong customer relationships
Education
Work Experience
Typically 8+ or more years of related professional experience in a Mainframe environment working in Software Support or Systems
Legal authorization to work in the U.S. is required
Additional Job Description:
Compensation and Benefits
The annual base salary range for this position is $73,100 - 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.
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.
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