Technical Support Engineer - Mainframe

Technical Support Engineer – Mainframe Software Division

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 adapts to and supports change. Participate in projects to improve the business/products/CX. May assist others in adopting to product(s)/technology change; may act as a Designated Support Engineer for certain products/customers. Continuously expand knowledge of Broadcom Support best practices, procedures, and systems. Lead brainstorming sessions to improve our business using active listening, collaboration, and facilitation.

Proactively identify team training needs and facilitate relevant training. Prioritize and balance workload across channels to achieve organizational and personal goals. Mentor others in workload balancing, leveraging expertise. Independently learn and expand product, technology, and soft skills across multiple releases. Act as subject‑matter expert for specific 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 engineers and customers following KCS methodology. Enable customer self‑service success by reusing, creating, reviewing, updating, publishing, and retiring knowledge. Leverage experience and research existing resources to evaluate customers’ environments and prepare for engagements, assess business impact, and instill confidence. Build strategic partnerships with internal stakeholders to help customers achieve outcomes. Use problem‑solving skills to resolve cases quickly, provide guidance, and pre‑empt future issues.

Apply advanced technical knowledge to assess complex problems, analyze logs, and advise solutions. Analyze customer data to troubleshoot and recreate issues on test systems. Share configuration best practices. Demonstrate teamwork and leadership by supporting aged or escalated issues and coaching less experienced team members. Partner with Support Delivery Management and Engineering teams to highlight business impact and influence defect prioritization.

Understand product lifecycle and future directions. Participate in scrum teams, review documentation, provide comments on demos, support test environments, and ensure supportability. Create lab environments to replicate issues. Identify and document predominant customer issues for Business Insight Analysts. Adhere to case hygiene best practices and improve data integrity. Proactively remove barriers preventing adoption and increase satisfaction using proactive support playbooks.

Cultivate a growth mindset and pursue professional development including certifications.

Senior level professional; evaluates, applies fundamental concepts, practices, and procedures of the field; may serve as resource for complex problems; may lead projects; may participate in on‑call rotation after hours and weekends; independent decision making without manager consultation for priorities, workarounds, and mentorship.

Bachelor’s degree and 8+ years of related experience or Master’s degree and 6+ years of related experience. Demonstrated proficiency with Broadcom (or comparable competitor) solutions. Legal right to work in the US.

• Proven customer service, strong written, verbal and social media communication skills.
• Technical and team leadership abilities.
• Knowledge of z/OS, Unix, ACF2, SMP/E.
• Appropriate certifications such as 100 level or equivalent knowledge of Broadcom products.
• Product line relevant or 3rd‑party certifications (z/OS, ACF2, Top Secret, DB2, Unix, SMP/E).