Job Description

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Job Description:

This position is responsible for providing technical support for complex issues for Mainframe software suites to ensure our customers achieve their desired business outcomes. 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 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, reviewing product code, scripts or other software tools.

* Utilize KCS processes to appropriately reuse, create, update, publish and retire knowledge. Collaborate with colleagues in developing knowledge content.

* 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 Product Engineering and collaborate on prioritization and selection of solutions. Collaborate to ensure proper management of aged and escalated issues.

* Adhere to best practices and case hygiene in the case resolution methodology.

* Lead and coordinate aged/escalated issues to customer's satisfaction. Provide structured follow-up coaching for less-experienced team-members.

* 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.

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. May be required to be on-call rotation afterhours and weekends.

Job-Specific Authority and Scope

* Generally works without consulting their manager.

* Independent decisions are made daily.

* Examples of typical decisions without manager consultation:

* Decide priorities while working with customers.

* Formulate workarounds to meet customer business objectives.

* Mentor junior team members

* Typically has no direct reports.

* Typically has no total staff.

* Typically has a global geographic focus.

* Typically does not manage a budget.

Business Travel and Physical Demands

Business travel of approximately 10 or less percent yearly is expected for this position.

Physical demands:

* Office environment. No special physical demands required.

Preferred Education

Bachelor's Degree or global equivalent in Computer Science or related discipline.

Work Experience

Typically, 5 or more 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.

The candidate must also have programming experience that is related to the supported solution. Structured programming experience in a professional environment is preferred, but an Associate or Bachelor's degree in Computer science or related field may qualify.

Candidate must have the legal right to work in the US.

Skills & Competencies

* Proven customer service skills

* Strong written and verbal communication skills

* Teamwork, collaboration, reliability, and self-direction

* Relevant technical competence

* Mainframe operations or systems programming experience -MVS, z/OS, z/VM and/or z/VSE

* Strong knowledge of JCL, JES2, USS, HCD, DFSMS, SMP/E, TCP/IP, ISPF, SDSF, REXX/CLIST, JAVA Scripting, SQL, Unix

* Knowledge of z/OS operating system software diagnostic and troubleshooting skills, GTF Traces, IPCS, SYSUDUMPS.

* For this specific role

* Experience working with CA Endevor, CA Gen or relevant Software Change Management applications.

* Experience working with CA Easytreive, CA Application Lifecycle Conductor

* Programming using open source applications such as Brightside, Zowe, Bridge for Git, Che4z

* Programming experience in Assembler, C, Cobol

Certifications

* 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, Unix, SMP/E, etc.)

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.