Technical Support Engineer - Mainframe

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.

• Promote Broadcom mission, customer promise, and strategy; willingly adapt to and support change, and participate in projects to improve the business, products, and customer experience.
• Accept and adapt to change in product(s) being supported, environments, infrastructure, and technology; assist others in adopting product/technology changes; and act as a Designated Support Engineer for certain products or customers.
• Continually expand knowledge of Broadcom Support best practices, procedures, and systems; lead brainstorming sessions to improve business practices by applying active listening, collaboration, and facilitation skills.
• Proactively identify team training needs, collaborate with team members to facilitate relevant training, and prioritize and balance workload across channels to achieve organizational and personal goals. Mentor others in prioritizing and balancing their workload by sharing expertise.
• Independently learn and expand product, technology, and soft skills; expand knowledge across multiple product releases; and act as a subject‑matter expert for certain product components.
• Participate in Broadcom communities to promote self‑service and customer‑to‑customer collaboration; review information and answer questions on product communities.
• Share knowledge with other engineers and customers by following KCS methodology; create, review, update, publish, and retire knowledge content; and mentor colleagues in developing knowledge content.
• Leverage experience and research existing knowledge resources to evaluate customer environments and historical use of Broadcom products, proactively prepare for customer engagements, assess business impact, and instill confidence.
• Mature relationships with key internal stakeholders to develop strategic partnerships that help customers achieve their business outcomes.
• Use problem‑solving skills to quickly resolve customer cases to their satisfaction and provide assistance to prevent future issues by proactively sharing information about recent hotfixes and knowledge documents.
• Utilize new or advanced technology to increase knowledge of customer environments; apply advanced technical knowledge and troubleshooting methodology to assess complex problems, analyze logs to determine root causes, and advise customers on solutions.
• Analyze diverse customer environmental data to troubleshoot and recreate issues on test systems; share configuration best practices with customers.
• Demonstrate teamwork and leadership by providing technical assistance to team‑members for aged or escalated issues; coach and mentor less‑experienced team members.
• Partner with Support Delivery Management and Engineering Teams to highlight customer business impact and influence prioritization of defects/issues to create fixes.
• Understand the Product Lifecycle and future direction for the supported product line; participate in scrum teams including documentation and requirements review, and supportability requirements.
• Create lab environments to replicate customer issues.
• Improve product quality by identifying and documenting predominant customer issues, adhering to case hygiene best practices and looking for new ways to improve the quality and integrity of case data and documentation.
• Proactively identify barriers preventing customers from adopting or being productive with products/solutions, and leverage cross‑functional teams and proactive support playbooks to increase customer satisfaction and adoption.
• Cultivate a growth mindset and continually focus on professional career development opportunities, including product and industry certifications.

A senior level professional role…