Mainframe Software Technical Support Engineer

Please Note:1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)2. If you already have a Candidate Account, please Sign-In before you apply.Job Description:Job Description:Broadcom's Mainframe Software Division (MSD) is looking for a talented and motivated Technical Support Engineer with a passion for Customer Success. This position is responsible for providing omni-channel support for complex questions/problems for product suites to ensure our customers achieve their desired business outcomes. Engineers are expected to deliver a superior customer experience by exhibiting our core principles of empathy, expertise, value, and speed to ensure our customers are able to use our products efficiently and effectively.Key ResponsibilitiesMaintaining a professional attitude and utilizing technical expertise in order to resolve problems quickly and effectivelyActing as a first-level interface with customers when problems/questions are identified with Broadcom SoftwareWhen appropriate, request documentation for review and analysis to determine the problem and provide applicable maintenance to resolve the problem(s) if availableEfficiently utilize available resources to review and analyze the documentation when it is sent by the customerUpload the logs, dumps, and other documentation to the mainframe for reviewAttempt to recreate the error(s) on available mini systems, if the problem has not been previously reported or no maintenance currently existsIf necessary, engage Sustaining Engineering (SE) to further analyze the dataObtain advice on possibly providing an existing fixAllow SE to create a resolution and provide to the customerHandle multiple cases efficiently and provide clear communication to colleagues or SE to prevent issue aging before a resolution is foundFollow documented guidelines for case hygiene to provide clear, concise, and timely updatesAct as a teammate and collaborate with colleagues to provide efficient, continuous coverage when necessaryUpload documentation and maintenance to cases for colleagues when necessaryConstantly strive to expand product knowledge through strengthening of analysis, formal learning opportunities, and self-study, when availableKeep abreast of technical and environmental changes, and tools to strengthen analytical skillsWrite, revise, or archive knowledge documents as neededProvide to customers when appropriateCoach and assist less-experienced team members to become more self-sufficient and confident in their role(s)Mainframe Skills Desired:• Proficiency in z/OS mainframe environment• Knowledge of Mainframe Architecture and Operations• Experience with SMP/E, z/OSMF, USS (Unix System Services), TSO/ISPF, SDSF, IPCS and other z/OS utilities• Experience working with and knowledge of TCP/IP concepts and basic networking including FTP and Telnet processing• Experience working with and knowledge of VTAM and TN3270 session management• JCL knowledge for job submission, troubleshooting, and batch processing• Experience with REXX, CLIST, or similar scripting language• Experience with CICS administration• Experience working in production mainframe environments• Ability to diagnose and resolve technical issues related to z/OS• Knowledge or familiarity with Broadcom Mainframe Products, in particular NetMaster, SOLVE:access, and MIM• Familiarity with GRS and z/OS resource serialization• Knowledge or familiarity with Broadcom Mainframe Products, in particular MIM• Knowledge of IBM Data Storage for tape and DaSDNice to Have/Bonus Skills:• Knowledge of API processing• Knowledge in Assembler language• Understanding of mainframe security concepts• Ability to analyze SYSOUT, job logs, and abend codes• Understanding of SMF (System Management Facility) data and record formats• COBOL programming skills• Familiarity with VM CMS• Knowledge of GDPS, DFDSS, DFSMSSupport Experience• Strong problem-solving skills and ability to provide high-quality technical support• Strong written and verbal communication skills for technical and non-technical customer-facing interactions and documentation• Strong desire to conduct needed research of both internal and external resources• Customer advocate with a passion for excellence and ability to build strong customer relationshipsEducationBachelors and 5+ years of related experience or Masters degree and 3+ years of related experience.Technical and professional certifications as applicable to the position.Work ExperienceTypically 8+ or more years of related professional experience in a Mainframe environment working in Software Support or SystemsLegal authorization to work in the U.S. is requiredAdditional Job Description:Compensation and BenefitsThe annual base salary range for this position is $73,100 - 117,000.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, 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.Welcome! Thank you for your interest in Broadcom!We are a global technology leader that designs, develops and supplies a broad range of semiconductor and infrastructure software solutions.For more information please visit our video library (http://www.broadcom.com/videos) and check out our Connected by Broadcom (https://www.broadcom.com/support/resources/video-webinar-library?channel=5c9658f7c1d34eca91c6cc16178e5b1b&video=7d72b04ea50046a394e682fab640ce20) series.Follow us on Linked In Broadcom Inc (https://www.linkedin.com/company/broadcom) .