Mainframe Software Technical Support Engineer

Broadcom; Pittsburgh (Allegheny County); On-site; USD 71,000 - 113,000; Full time

Job summary

An established industry player is seeking a dedicated technical support specialist to assist customers in effectively using their Mainframe Software products. In this role, you will leverage your technical expertise to resolve issues, maintain communication with clients, and collaborate with engineering teams to ensure timely solutions. The ideal candidate will possess a strong background in Mainframe environments, particularly with z/VM, and demonstrate exceptional problem-solving and communication skills. Join a company that values excellence and offers a comprehensive benefits package, including competitive salaries and opportunities for professional growth.

Benefits

Medical, dental and vision plans

401(K) participation with company matching

Employee Stock Purchase Program (ESPP)

Employee Assistance Program (EAP)

Paid sick leave

Vacation time

Company paid holidays

Qualifications

• 5+ years of experience in Mainframe Software Support.
• Strong foundation in z/VM and Mainframe architecture.
• Ability to diagnose and resolve technical issues.

Responsibilities

• Provide technical support for Broadcom Mainframe Software products.
• Act as a first-level interface with customers for problem resolution.
• Collaborate with engineering to analyze and resolve issues.

Skills

Problem-solving skills

Technical support

Communication skills

Mainframe architecture knowledge

Assembler language

REXX scripting

Linux VM management

SQL query writing

Education

Bachelor's Degree in Computer Science

Tools

z/VM Operating System

DB2 for z/OS

TSO/ISPF

SDSF

Automation tools (e.g., CA7, Control-M)

Job description

Job Description:

Provide technical support for Broadcom Mainframe Software products to ensure our customers are able to use our products efficiently and effectively.

Key Responsibilities

1. Maintaining a professional attitude and utilizing technical expertise in order to resolve problems quickly and effectively.
2. Acting as a first-level interface with customers when problems/questions are identified with Broadcom Software.
3. When appropriate, request documentation for review and analysis to determine the problem and provide applicable maintenance to resolve the problem(s) if available.
4. Efficiently utilize available resources to review and analyze the documentation when it is sent by the customer.
5. Upload the logs, dumps, and other documentation to the mainframe for review.
6. Attempt to recreate the error(s) on available mini systems, if the problem has not been previously reported or no maintenance currently exists.
7. If necessary, engage Sustaining Engineering (SE) to further analyze the data.
8. Obtain advice on possibly providing an existing fix.
9. Allow SE to create a resolution and provide to the customer.
10. Handle multiple cases efficiently and provide clear communication to colleagues or SE to prevent issue aging before a resolution is found.
11. Follow documented guidelines for case hygiene to provide clear, concise, and timely updates.
12. Act as a teammate and collaborate with colleagues to provide efficient, continuous coverage when necessary.
13. Upload documentation and maintenance to cases for colleagues when necessary.
14. Constantly strive to expand product knowledge through strengthening of analysis, formal learning opportunities, and self-study, when available.
15. Keep abreast of technical and environmental changes, and tools to strengthen analytical skills.
16. Write, revise, or archive knowledge documents as needed.
17. Provide to customers when appropriate.
18. Coach and assist less-experienced team members to become more self-sufficient and confident in their role(s).

Experience: Bachelor's + 5+ years of related experience.

Mainframe Skills Desired:

• Experience with z/VM Operating System, System Administration and Configuration.
• CP and CMS.
• XEDIT.
• Strong foundation in z/VM configuration.
• Knowledge of Mainframe Architecture and Operations.
• Knowledge in Assembler language.
• Experience with REXX, CLIST, or automation scripts.
• Some experience managing and supporting Linux VMs in a z/VM environment.
• Knowledge or familiarity with Broadcom Mainframe Products, in particular VM:Manager Product Suite.
• Familiar with IBM's VMSES/E, the VM:Manager products are VMSES-based installs and serviced using VMSES.
• Knowledge of guest operating systems supported by z/VM such as Linux, z/OS and z/TPF.
• Understanding of security concepts, security features within z/VM and security best practices.
• Experience working in production mainframe environments.
• Ability to diagnose and resolve technical issues related to z/VM.

Nice to Have/Bonus Skills:

• Proficiency in z/OS mainframe environment.
• Experience with DB2 for z/OS.
• Exposure to working with DB2 ODBC Drivers, and DB2 monitoring and administration tools.
• Writing and debugging SQL queries.
• Experience with TSO/ISPF, SDSF, and other z/OS utilities.
• JCL knowledge for job submission, troubleshooting, and batch processing.
• Exposure to automation tools or schedulers (e.g., CA7, Control-M).
• Ability to analyze SYSOUT, job logs, and abend codes.
• Exposure to USS (Unix System Services).
• Understanding of SMF (System Management Facility) data and record formats.
• Exposure to SMF performance monitoring tools (e.g., RMF, MXG).
• Knowledge of SAS programming or other tools used for reporting on SMF data.
• Experience working with IBM Data Studio and IBM HTTP server.

Support Experience:

• Strong problem-solving skills and ability to provide high-quality technical support.
• Strong written and verbal communication skills for technical and non-technical customer-facing interactions and documentation.
• Strong desire to conduct needed research of both internal and external resources.
• Customer advocate with a passion for excellence and ability to build strong customer relationships.

Preferred Education: Bachelor's Degree or global equivalent in Computer Science or related discipline. Technical and professional certifications as applicable to the position.

Work Experience: Typically 5+ or more years of related professional experience in a Mainframe environment working in Software Support. Candidate must have the legal right to work in the US.

Compensation and Benefits:

The annual base salary range for this position is $71,000 - $113,000. 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.