Staff Technical Support Engineer - Mainframe

Dormont Manufacturing Co; Lisle (IL); On-site; USD 88,300 - 141,300; Full time

Benefits offered by this job

Medical, dental and vision plans

401(K) with company matching

Paid sick leave and vacation time

Job summary

Dormont Manufacturing Co is seeking a skilled Technical Support Engineer to provide exceptional omni-channel support and drive customer satisfaction. Ideal candidates should have 8+ years of Software Support experience and proficiency with Broadcom products.

Responsibilities include mentoring team members, leading improvement initiatives, and acting as a subject-matter expert to resolve complex customer issues. Competitive salary of $88,300–$141,300 with comprehensive benefits awaits.

Qualifications

• 8+ years of related experience in Software Support or Systems Programming.
• Demonstrated proficiency with Broadcom or competitor solutions.
• Must have legal right to work in the US.

Responsibilities

• Provide omni-channel support for complex customer inquiries.
• Lead brainstorming sessions to improve business practices.
• Act as subject-matter expert on specific products.
• Mentor junior team members.

Skills

Customer service skills

Communication skills

Technical leadership skills

z/OS

Unix

ACF2

SMP/E

Education

Bachelor's degree or Master's degree

Job description

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.

Key Responsibilities

• Promote Broadcom mission, customer promise, and strategy; willingly adapt to and support change. Participate in projects to improve the business, products, and CX.
• Willingly accept and adapt to change in products being supported, environments, infrastructure/technology, and related aspects. Assist others in adopting product or technology change. May 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 our business by applying active listening, collaboration, and facilitation skills.
• Proactively identify team training needs; collaborate with team members to facilitate relevant training to address individual or team needs.
• Prioritize and balance workload across channels, making good use of time to achieve organizational and personal goals. Assist or mentor others to prioritize and balance their workload by sharing expertise.
• Independently learn and expand product, technology, and soft skills. Expand knowledge across multiple product releases. Act as subject‑matter expert for certain product components.
• Actively 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 and process. Enable customer self‑service success using KCS methodology by reusing, creating, reviewing, updating, publishing, and retiring knowledge. Assist or mentor colleagues developing knowledge content.
• Leverage experience and research existing knowledge resources to evaluate customers’ environments and historical use of Broadcom products to proactively prepare for engagements, assess business impact, and instill immediate confidence.
• Mature relationships with key internal stakeholders to develop strategic partnerships that help customers achieve business outcomes.
• Use problem‑solving skills to quickly resolve customers’ cases to their satisfaction and provide assistance to prevent future issues by proactively sharing information/expertise regarding recent hotfixes and knowledge documents.
• Utilize new or advanced technology to increase knowledge of customers’ 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 teammates to support aged/escalated issues. Provide coaching and mentoring to less‑experienced teammates or colleagues.
• Partner with Support Delivery Management and Engineering teams to highlight customers’ business impact and influence prioritization of defects/issues to create fixes.
• Understand the Product Lifecycle and future direction for supported products or product lines. Participate in scrum teams including documentation and requirements review, comments on end of scrum demos, test demo environments, and supportability requirements.
• Create lab environments to replicate customer issues.
• Improve product quality by identifying and documenting predominant customer issues requiring assessment by Business Insight Analysts.
• Adhere to case hygiene best practices and seek new ways to improve the quality and integrity of case data/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 satisfaction and adoption.
• Cultivate a growth mindset. Continuously focus on professional development opportunities including product and industry certifications.

Typical Role Definition

Professional Staff. A senior‑level professional role. Evaluation, originality or ingenuity required. Knows and applies fundamental concepts, practices, and procedures of a particular field. Has mastered the key responsibilities. Assignments can be broad in nature. May serve as a resource to others to resolve complex problems and issues. Instructions generally provided in general terms. May take on project lead role as required. May be required to be on‑call rotation afterhours 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:
• Decide priorities while working with customers.
• Formulate workarounds to meet customer business objectives.
• Mentor junior team members
• 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

Bachelors and 8+ years of related experience or Masters degree and 6+ years of related experience

Work Experience

Typically 8+ 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.

Skills & Competencies

• Proven customer service skills.
• Strong communication skills; written, verbal and social media.
• Demonstrate technical and team leadership skills.
• z/OS, Unix, ACF2, SMP/E

Certifications

• Preferred: appropriate certifications such as 100‑level (or equivalent) knowledge of a Broadcom product.
• Preferred: product‑line relevant or relevant 3rd‑party certifications (z/OS, ACF2, Top Secret, DB2, Unix, SMP/E, etc.)

Compensation and Benefits

The annual base salary range for this position is $88,300–$141,300. The 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.

Equal Opportunity Employer Statement

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.