Mainframe Software Technical Support Engineer

About This Role

• 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 Bachelor's Degree or global equivalent in Computer Science or related discipline.
• Technical and professional certifications as applicable to the position.
• 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 $88,300 - $141,300 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.
• 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.