Mainframe Technical Support Engineer

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Job Description:

This position is responsible for providing omni-channel support for a product 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.

Key Responsibilities

• Promote Broadcom mission, customer promise, and strategy; willingly adapts to and supports change.

• Willingly accepts and adapts to change in product(s) being supported, infrastructure/technology and such.

• Continually expand knowledge of Broadcom Support best practices, procedures and systems.

• Actively participate and contribute to brainstorming/swarm sessions and internal projects to improve our business.

• Promotes Communities to customers and answers Communities questions.

• Captures, reuses, creates and publishes knowledge.

• Prioritize and balance workload across channels, making good use of time to achieve organizational and personal goals.

• Independently learn and expand product, technology and soft skills. Expand knowledge across multiple product releases.

• Actively participate in Broadcom communities to promote self-service and to promote customer-to-customer collaboration. Review information and answer questions on product Communities.

• Enable customer self-service success using KCS methodology by reusing, creating, updating and publishing knowledge.

• Leverage experience and research existing knowledge resources to evaluate customer's environment and historical use of Broadcom products to proactively prepare for customer engagements and assess business impact.

• Establish relationships with customers to develop strategic partnerships and to help them achieve their business outcomes.

• 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.

• Independently apply acquired product/technical knowledge, support process and troubleshooting methodology to assess/recreate complex problems, analyze logs to determine root causes, and advice and set expectations with customers.

• Escalate high impact or aged customer issues to the appropriate subject matter expert or manager according to product line procedures.

• Create lab environments to replicate customer issues.

• Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation.

• Proactively contact customers to discuss product adoption and leverage cross-functional teams and proactive support playbooks to increase customer product adoption levels.

• Cultivate a growth mindset. Investigate professional development opportunities.

Typical Role Definition

Professional Staff. An intermediate level professional role. Some evaluation, originality or ingenuity required to perform tasks. Knows and applies the fundamental concepts, practices, and procedures of a particular field. 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:

  • Work with the customer and Broadcom resources to meet customer objectives.

  • Determine priorities of customer issues.

  • Recommend solutions to customers.

• 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, 8 or more years of related professional experience.

The candidate must be proficient with the Broadcom product or solution that they will be supporting. In the case of a new hire or product reassignment, the Support Engineer will be expected to make use of their previous experience (Broadcom products or external experience) to establish Support Engineer level proficiency.

Skills & Competencies

• Proficient customer service skills.

• Excellent communication skills; written, verbal and social media. Knowledge of multiple languages is a plus.

• Ability to perform troubleshooting and apply analytical skills in complex environments.

• Possess good teamwork skills.

• An ability to handle and resolve high pressure situations.

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, DB2, Unix, SMP/E, CNE, etc.)

Additional Job Description:

Compensation and Benefits

The annual base salary range for this position is $84,000 - $135,000

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.

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