Mainframe Technical Support Engineer

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* Job Description:

**** Job Overview
** 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 after hours 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, 0-2 or more years of related professional experience.

Proficient with the Broadcom product or solution a plus.
** 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:

** The annual base salary range for this position is $59,000 -…