Mainframe Principal Technical Support Engineer (Sydney, Australia)

About This Role

• Job Description This position is responsible for providing technical support for complex issues involving Mainframe Access and Compliance 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.
• This is a work-from-work position.
• Remote work is not an option.
• Key Responsibilities Prioritize and balance workload making good use of time to 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 the associated product(s).
• Use logs, traces, dumps, debuggers, reviewing product code, scripts, or other software tools as a precursor to involvement by the Sustaining Engineering team.
• Utilize KCS processes to appropriately reuse, create, update, publish and retire knowledge.
• Collaborate with colleagues in developing knowledge content.
• 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 the business impact of product issues to Product Engineering and collaborate on prioritization and selection of solutions.
• Collaborate to ensure proper management of aged and escalated issues.
• Adhere to best practices and case hygiene in the case resolution methodology.
• Lead and coordinate aged/escalated issues to customer's satisfaction.
• Provide structured follow-up coaching for less-experienced team-members.
• Expand product knowledge, technical knowledge, and soft skills through formal, informal, and self-study learning opportunities.
• Stay current with Broadcom Support's best practices, procedures, products, and systems.
• Earn product and industry certifications as relevant to job responsibilities.
• Preferred Education Bachelor's Degree or global equivalent in Computer Science or related discipline.
• Technical and professional certifications as applicable to the position.
• Work Experience Typically 7+ or more 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.
• The candidate must also have programming experience that is related to the supported solution.
• Structured programming experience in a professional environment is preferred, but an Associate or Bachelor's degree in Computer science or a related field may qualify.
• 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, etc.
• Knowledge of z/OS operating system software diagnostic and troubleshooting skills, GTF Traces, IPCS, SYSUDUMPS.
• Areas of Access and Compliance experience to be considered: Expertise as a Security Support Engineer, or Administrator Competence with mainframe security technologies Access Control & Security Software: Proficiency in managing RACF, ACF2, or Top Secret for user administration, group management, and resource protection.
• System Integrity & Hardening: Reviewing system parameters, APF (Authorized Program Facility) libraries, SVCs (Supervisor Calls), and SMF (System Management Facilities) records.
• Network & Data Security: Securing communications (TN3270/VTAM, FTP), implementing pervasive encryption, and managing digital certificates.
• Compliance & Audit: Ensuring alignment with policies (e.g., PCI-DSS, GDPR) and identifying excessive access or "privilege creep".
• Application Security: Secure coding practices for COBOL, CICS, and DB2, as well as testing for vulnerabilities in applications.
• Risk Assessment & Communication: The ability to translate technical vulnerabilities into business risks for management.
• Certifications: Common, in-demand credentials include CISSP and IBM Certified Specialist.
• Password/Authentication: Reviewing rules for case sensitivity, special characters, and Multi-Factor Authentication (MFA) implementation.
• Data Set Protection: Ensuring sensitive datasets are appropriately restricted.
• Privileged Access: Monitoring and controlling access for administrators.
• Compensation and Benefits This position is eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.
• We will also consider qualified applicants with arrest and conviction records consistent with local law.
• If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.