Mainframe Technical Support Engineer - Storage Management

Broadcom; Chicago (IL); On-site; USD 73,000 - 117,000; Full time

Benefits offered by this job

Medical, dental and vision plans

401(K) participation including company

Employee Stock Purchase Program (ESPP)

Employee Assistance Program (EAP)

Paid holidays

Paid time off

Job summary

Broadcom is seeking a Technical Support Engineer to provide expert support for Mainframe Storage Management software, ensuring customers achieve desired outcomes. You will balance multiple cases, analyze data, and collaborate with Development to resolve complex issues while expanding knowledge bases.

You will work from the office in the US, with duties including on-call rotation for Severity 1 issues and ongoing learning to stay current with Broadcom practices and product lines.

Qualifications

• Bachelor's degree with 2+ years in the Mainframe space or a related field.
• Experience in software support or systems programming in a Mainframe environment.
• Familiarity with Broadcom or competitors' storage products is a plus.

Responsibilities

• Prioritize and balance workload to manage multiple cases.
• Collaborate with team members on case management and resolution.
• Analyze customer data and research solutions for issues.
• Share product updates and knowledge to prevent future problems.
• Research complex issues for product defects and coordinate with Development.
• Replicate issues using lab environments to determine solutions.
• Provide configuration best practices and assist with upgrades/deployments.
• Communicate business impact and assist in prioritization of fixes.
• Lead escalated issues to customer satisfaction and mentor others.

Skills

Customer service skills

Written and verbal communication

Teamwork and collaboration

Mainframe operations experience

Mainframe technologies knowledge (JCL,

Education

Bachelor's degree in related field

Master's degree (optional)

Tools

DFHSM

DFSMS

RMM

IEBCOPY

IDCAMS

IEBGENER

zOSMF

Job description

This position is responsible for providing technical support for complex issues involving Mainframe Storage Management software to ensure our customers achieve their desired business outcomes. Technical Support Engineers are expected to deliver a superior customer experience by exhibiting technical expertise and timely and clear communications.

Key Responsibilities

• Prioritize and balance workload to effectively manage multiple concurrent cases.
• Collaborate with other team members in case management and resolution.
• Analyze customer provided data and perform research to formulate potential solutions for customer issues.
• Provide assistance to prevent future issues by proactively sharing information with the customer regarding recent product updates and knowledge documents.
• Research and investigate complex issues for Broadcom product defects for associated product(s).
• Use logs, traces, dumps, debuggers, review of product code, scripts or other software tools as a precursor to involvement by the Development team.
• Maintain and utilize lab environments to replicate customer issues to determine solutions or identify product defects.
• Share configuration best practices with customers.
• Identify barriers preventing customers from upgrading or deploying products.
• Communicate business impact of product issues to the Development team and collaborate on prioritization and selection of solutions.
• Lead and coordinate aged/escalated issues to the customer's satisfaction.
• Provide structured follow-up coaching for less experienced team members.
• Utilize Knowledge Centered Service (KCS) processes to appropriately reuse, create, update, publish, and retire knowledge.
• Collaborate with colleagues in developing knowledge content.
• Adhere to best practices and case hygiene in the case resolution methodology.
• Participate in the weekend on-call rotation for Severity 1 support.
• Expand product knowledge, technical knowledge and soft skills through formal, informal, and self-study learning opportunities.
• Stay current with Broadcom Support best practices, procedures, products and systems.
• Earn product and industry certifications as relevant to job responsibilities.

Skills & Competencies

• Proven customer service skills
• Strong written and verbal communication skills
• Teamwork, collaboration, reliability, and self-direction
• Relevant technical competence for this role - Mainframe operations or systems programming experience – z/OS, z/VM and/or z/VSE
• Strong knowledge of Mainframe technologies such as JCL, ISPF, REXX, USS, SMP/E, zOSMF, etc.
• Storage Management experience - Expertise as a Storage Architect, Engineer, or Administrator
• Competence with disk, virtual tape and physical tape technologies (examples DFHSM, DFSMS, RMM; Broadcom products including CA 1 Flexible Storage, Vantage, Disk Backup and Restore, Allocate).
• Competence with utilities including IEBCOPY, IDCAMS, IEBGENER, etc.

Preferred Education

Bachelors and 2+ years of related experience or Masters degree Technical and professional certifications as applicable to the position.

Work Experience

Bachelors degree and 5+ years or Masters degree and 3+ years of related professional experience in a Mainframe environment working in Software Support or Systems Programming.

Demonstrated proficiency with Broadcom (or comparable competitor solutions) per the specific role.

Candidate must have the legal right to work in the US.

This is a work-from-office position.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.

Compensation and Benefits

The annual base salary range for this position is USD 73,100.00 To USD 117,000.00. As a valued member of our team, you'll be eligible for a discretionary annual bonus and the opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth. All subject to relevant plan documents and award agreements.

• 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
• 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, 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.