Mainframe Technical Support Engineer - Storage Management

About This Role

• 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. #Broadcomsoftware 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. #Broadcomsoftware Additional Job Description: Compensation and Benefits The annual base salary range for this position is73,100 - 117,000.
• T his 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.