Please Note:1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)2. If you already have a Candidate Account, please Sign-In before you apply.Job Description:Key ResponsibilitiesThis position is responsible for providing technical support for complex issues for Mainframe software suites to ensure our customers achieve their desired business outcomes. Engineers are expected to deliver a superior customer experience by exhibiting technical expertise and timely and clear communications.Prioritize and balance workload making good use of time to 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.Utilize Knowledge Centered Services (KCS) processes to appropriately reuse, create, update, publish and retire knowledge. Collaborate with colleagues in developing knowledge content.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.Research and investigate complex issues for Broadcom product defects. Use logs, traces, dumps, debuggers, code review, scripts or other software tools as a precursor to involvement by the Sustaining Engineering team.Communicate business impact of product issues to Product Engineering and collaborate on prioritization and selection of solutions. Collaborate to ensure proper management of aged and escalated issues.Adhere to best practices and case hygiene in the case resolution methodology.Provide weekend on-call support on a rotating schedule. Provide structured coaching for less-experienced team-members. 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. Job-Specific Authority and ScopeGenerally works without consulting their manager.Independent decisions are made daily.Collaborates closely with Technical Support team members and other Mainframe groups Preferred EducationBachelor's Degree or global equivalent in Computer Science or related discipline.Technical and professional certifications as applicable to the position. Work ExperienceTypically 5 or more 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.Programming experience is beneficial.Candidate must have the legal right to work in the US. Skills & CompetenciesProven customer service skillsStrong written and verbal communication skillsTeamwork, collaboration, reliability, and self-direction Mainframe operations or systems programming experience - z/OS, z/VM or z/VSEStrong knowledge of JCL, JES2, USS, SMP/E, TCP/IP, ISPF, SDSF, REXX/CLISTKnowledge of z/OS operating system software diagnostic skills using logs, traces and dumpsWorkload Automation Experience- Mainframe and Distributed Scheduling Knowledge (e.g. CA 7, ESP, Autosys, Workload Agents or competing products)- General Mainframe knowledge to work in a z/OS environment with multiple file types and Started Tasks- Basic UNIX or Windows Server knowledge to troubleshoot software and connectivity problems- Scripting knowledgeTeamwork, collaboration, reliability, and self-directionThis position will work from a Broadcom Mainframe Software office location with Covid related Vaccination and Safety protocols in place.Additional Job Description:Compensation and BenefitsThe annual base salary range for this position is $78,000 - $130,000.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.If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.
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