Mainframe Technical Support Engineer - Storage Management

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, 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 about recent product updates and knowledge documents.
• Research and investigate complex issues for Broadcom product defects, using logs, traces, dumps, debuggers, product code reviews, scripts, or other tools before involving the Development team.
• Maintain and utilize lab environments to replicate customer issues, 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 solution selection.
• Lead and coordinate aged or escalated issues to the customer's satisfaction.
• Provide structured follow‑up coaching for less experienced team members.
• Utilize Knowledge Centered Service (KCS) processes to 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, technical, and soft‑skill knowledge through formal, informal, and self‑study learning opportunities.
• Stay current with Broadcom Support best practices, procedures, products, and systems.
• Earn product and industry certifications 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 (e.g., DFHSM, DFSMS, RMM; Broadcom products including CA 1 Flexible Storage, Vantage, Disk Backup and Restore, Allocate).
• Competence with utilities including IEBCOPY, IDCAMS, IEBGENER, etc.

Education & Experience

• Bachelor’s degree and 2+ years of related experience, or a Master’s degree (preferred education).
• Technical and professional certifications applicable to the position.
• Bachelor’s degree with 5+ years, or Master’s degree with 3+ years, of professional experience in a Mainframe environment working in Software Support or Systems Programming.
• Demonstrated proficiency with Broadcom (or comparable competitor) solutions.
• Legal right to work in the United States.
• Work‑from‑office position.

Compensation

The annual base salary range for this position is USD 73,100.00 to USD 117,000.00.

Employees are eligible for a discretionary annual bonus and may receive a competitive new‑hire equity grant, as well as annual equity awards, subject to plan documents and award agreements.

Benefits

• Medical, dental, and vision plans.
• 401(k) participation with company matching.
• Employee Stock Purchase Program (ESPP).
• Employee Assistance Program (EAP).
• Company‑paid holidays.
• Paid sick leave and vacation time.
• Paid Family Leave and other leaves of absence in accordance with applicable laws.