Mainframe Software Technical Support Engineer

Job DescriptionBroadcom'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 DesiredProficiency in z/OS mainframe environmentExperience with z/VM Operating System, System Administration and ConfigurationCP and CMSXEDITStrong foundation in z/VM configurationKnowledge in Assembler languageSome experience managing and supporting Linux VMs in a z/VM environmentKnowledge of Mainframe Architecture and OperationsExperience with SMP/E, z/OSMF, USS (Unix System Services), TSO/ISPF, SDSF, IPCS and other z/OS utilitiesExperience working with and knowledge of TCP/IP concepts and basic networking including FTP and Telnet processingExperience working with and knowledge of VTAM and TN3270 session managementJCL knowledge for job submission, troubleshooting, and batch processingExperience with REXX, CLIST, or similar scripting languageExperience working in production mainframe environmentsAbility to diagnose and resolve technical issues related to z/OSKnowledge or familiarity with Broadcom Mainframe Products, in particular NetMaster, SOLVE:access, and VM:Manager Product SuiteFamiliar with IBM's VMSES/E, the VM:Manager products are VMSES-based installs and serviced using VMSESKnowledge of guest operating systems supported by z/VM such as Linux, z/OS and z/TPFUnderstanding of security concepts, security features within z/VM and security best practicesAbility to diagnose and resolve technical issues related to z/VMNice to Have/Bonus SkillsKnowledge of API processingKnowledge in Assembler languageUnderstanding of mainframe security conceptsAbility to analyze SYSOUT, job logs, and abend codesUnderstanding of SMF (System Management Facility) data and record formatsSupport ExperienceStrong problem-solving skills and ability to provide high-quality technical supportStrong written and verbal communication skills for technical and non-technical customer-facing interactions and documentationStrong desire to conduct needed research of both internal and external resourcesCustomer advocate with a passion for excellence and ability to build strong customer relationshipsRequired EducationBachelor's Degree or global equivalent in Computer Science or related discipline.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 Systems.Candidate must have the legal right to work in the US.Compensation and BenefitsThe annual base salary range for this position is $88,300 - $141,300.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.Equal Opportunity EmployerBroadcom 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.J-18808-Ljbffr