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Job Description:
Job Description
#Broadcomsoftware
This position is responsible for providing technical support for complex issues for MAINFRAME infrastructure software to ensure our customers achieve their desired business outcomes. Support Engineers are expected to deliver a superior customer experience by exhibiting technical expertise and timely and clear communications.
Key Responsibilities
- Prioritize and balance workload making good use of time to manage multiple concurrent cases. Collaborate with team members in case management and resolution.
- Analyze customer provided data and perform research to formulate potential solutions for customer issues.
- Utilize lab environments to replicate customer issues to determine solutions or identify product defects.
- Coordinate aged/escalated issues to the customer's satisfaction.
- Utilize Knowledge Centered Service (KCS) processes to appropriately reuse and update 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 upon completion of initial training.
- 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, software support, or systems programming experience in z/OS environments
- Capabilities with Mainframe technologies such as JCL, JES, USS, SMP/E, TCP/IP, ISPF, SDSF, REXX/CLIST, and various file types
- Mainframe software diagnostic skills using logs, traces and dumps
- Specific Competencies for the Workload Automation Role
- Mainframe and Distributed Workload Scheduling Knowledge (e.g. CA 7, ESP, Autosys, Workload Agents or competing products)
- UNIX or Windows Server knowledge to troubleshoot software and connectivity problems
- Scripting knowledge
- Specific Competencies for the Storage Management Role
- Mainframe knowledge of Storage Engineering or Administration
- Competence with disk and virtual tape storage technologies
(examples DFHSM, DFSMS, RMM, Broadcom products including Vantage, Disk Backup and Restore, Allocate, and CA1)
Preferred Education
Bachelor's Degree or global equivalent in Computer Science or a related discipline.
Technical and professional certifications as applicable to the position.
Work Experience
Typically 2+ 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 position will be located in a Broadcom Mainframe Software Office (Plano TX, Lisle IL, Princeton NJ, or Pittsburgh PA with Plano strongly preferred)
Additional Job Description:
Compensation and Benefits
The annual base salary range for this position is $59,000 - $87,000
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.
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. 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.
