Support Engineer - Mainframe

Socket.dev; Illinois; On-site; USD 59,000 - 75,000; Full time

Benefits offered by this job

Medical, dental and vision plans

401(K) with company match

Employee Stock Purchase Program (ESPP)

Paid holidays

Paid sick leave and vacation time

Job summary

Broadcom is seeking a skilled engineer to provide mainframe technical support for Endevor and Zowe in a customer-focused role. You will resolve complex issues and ensure business outcomes for our clients.

You will collaborate with peers to advance knowledge, participate in on-call rotations if required, and contribute to a high-quality customer experience driven by empathy, expertise and speed.

Qualifications

• Bachelor's Degree in Computer Science or related discipline and 0-2+ years of experience.
• Strong communication and customer service skills.
• Willingness to participate in on-call rotation if needed.

Responsibilities

• Promote Broadcom mission and customer promise while supporting change.
• Provide mainframe technical support for Endevor and Zowe products.
• Develop knowledge assets and share with the team using KCS methodologies.
• Lead sessions to improve business outcomes through collaboration and listening.
• Collaborate with cross-functional teams to prioritize customer issues.

Skills

Customer service

Communication skills

Team leadership

Education

Bachelor's Degree in Computer Science or related field

Job description

Job Description:

This position is responsible for providing mainframe technical support for the Endevor/Zowe products. This support includes handling complexquestions/problemsfor 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 adapts to and supports change. Participates in projects to improve the business/products/CX.
• Willingly accepts and adapts to change in product(s) being supported, environments, infrastructure / technology and such. May assist others in adopting to product(s)/technology change. May act as a Designated Support Engineer for certain products/ customers.
• Continually expands knowledge of Broadcom Support best practices, procedures and systems.
• Lead brainstorming sessions to improve our business by applyingactive 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/mentor others to prioritize and balance their workload by sharing their 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 to promote 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/ mentor colleagues developing knowledge content.
• Leverage experience and research existing knowledge resources to evaluate customer's environment and historical use of Broadcom products to proactively prepare for customer engagements, assess business impact and instill immediate customer confidence.
• Mature relationships with key internal stakeholders (e.g., SaaS Ops, Sustaining Engineering) to develop strategic partnerships which will help customers 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.
• Utilize new or advanced technology (i.e. telemetry) 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 team-members to support aged/escalated issues.Provide coaching and mentoring to less-experienced team-members, or colleagues.
• Partner with Support Delivery Management and Engineering Teams to highlight customer's business impact and influence the prioritization of defects/issues to create fixes.
• Understand the Product Lifecycle and future direction for the supported products or product line.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 which require assessment by the Business Insight Analysts.
• Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation.
• Proactively identifies barriers preventing customer from adopting or being productive with products/solutions and leverages cross-functional teams and proactive support playbooks to increase customer satisfaction and adoption levels.
• Cultivate a growth mindset. Continual focus on professional career 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 the 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.

Education/Experience:

Bachelor's Degree or global equivalentin Computer Science or relateddiscipline and 0-2+ years of experience.

Skills & Competencies

• Proven customer service skills.
• Strong communication skills; written, verbal and social media.
• Demonstrate technical and team leadership skills.

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.)

Compensation and Benefits

The annual base salary range for this position is USD 59,000.00 To USD 74,700.00

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.

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, 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.