Support Engineer - Mainframe

Key Responsibilities

• Promote Broadcom mission, customer promise, and strategy; willingly adapts to and supports change.
• Participates in projects to improve the business/products/CX.
• Willingly accepts and adapts to change in product(s) being supported, environments (i.e., Saas), infrastructure / technology and such.
• May assist others in adopting to product(s)/technology change.
• May act as a Designated Support Engineer for certain products/ customers.
• Continually expands knowledge of Broadcom Support best practices, procedures and systems.
• Lead brainstorming sessions to improve our business by applying active listening, collaboration and facilitation skills.
• Prioritizes and balances workload across channels, making good use of time to achieve organizational and personal goals.
• Assist/mentor others to prioritize and balance their workload by sharing their expertise.
• Independently learn and expand product, technology and soft skills.
• Expand knowledge across multiple product releases.
• Act as subject matter expert for certain product components.
• Proactively identify team training needs; collaborate with team members to facilitate relevant training to address individual or team needs.
• Proactively identify barriers preventing customer from adopting or being productive with products/solutions and leverage cross-functional teams and proactive support playbooks to increase customer satisfaction and adoption levels.
• Demonstrate teamwork and leadership by providing technical assistance to team-members to support aged/escalated issues.
• Provide coaching and mentoring to less-experienced team-members, or colleagues.
• Partner with Support Delivery Management and Engineering Teams to highlight customer's business impact and influence the prioritization of defects/issues to create fixes.
• Understand the Product Lifecycle and future direction for the supported products or product line.
• Create lab environments to replicate customer issues.
• Identify and document predominant customer issues which require assessment by the Business Insight Analysts.
• Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation.
• Utilize new or advanced technology (i.e. telemetry) to increase knowledge of customers' environments.
• Apply advanced technical knowledge and troubleshooting methodology to assess complex problems, analyze logs to determine root causes and advise customers on solutions.
• Analyze diverse customer environmental data to troubleshoot and recreate issues on test systems.
• Share configuration best-practices with customers.
• Use problem solving skills to quickly resolve customer's cases to their satisfaction and provide assistance to prevent future issues by proactively sharing information/expertise regarding recent hotfixes and knowledge documents with the customer.

Requirements

Typical Role Definition: Professional Staff. A senior level professional role. Evaluation, originality or ingenuity required. Knows and applies the fundamental concepts, practices, and procedures of a particular field. Has mastered the key responsibilities. Assignments can be broad in nature. May serve as a resource to others to resolve complex problems and issues. Instructions generally provided in general terms. May take on project lead role as required. Typically has no direct reports. Typically has no total staff. Typically has a global geographic focus. Typically does not manage a budget.

Qualifications

• Bachelor's Degree or global equivalent in Computer Science or related discipline and 0-2+ years of experience.
• Proven customer service skills.
• Strong communication skills; written, verbal and social media.
• Demonstrate technical and team leadership skills.
• Preferred, appropriate certifications such as 100 level (or equivalent) knowledge of a Broadcom product.
• Preferred, product line relevant or relevant 3rd party certifications (Oracle, MCSE, DB2, Unix, SMP/E, CNE, etc.).

Skills & Competencies

• Proven customer service skills.
• Strong communication skills; written, verbal and social media.
• Demonstrate technical and team leadership skills.

Benefits

• Annual base salary range: USD 59,000.00 To USD 74,700.00
• Discretionary annual bonus.
• Opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth.
• 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.
• Competitive and comprehensive benefits package.