Mainframe Software Technical Support Engineer

🕒 May 22

🐊 Florida, Illinois, +3 more states – Remote

🐊 Florida – Remote 🌽 Illinois – Remote 🌲 North Carolina – Remote 🔔 Pennsylvania – Remote 🤠 Texas – Remote

💵 $73.1k - $117k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Broadcom

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

🔧 Hardware

📡 Telecommunications

☁️ SaaS

💰 Post-IPO Equity on 2017-10

Hardware • Telecommunications • SaaS

Broadcom is a global technology company that designs, develops, and supplies a broad range of semiconductor and infrastructure software solutions. The company serves the data center, networking, software, broadband, wireless, and storage and industrial markets. Broadcom is known for its innovative solutions in semiconductor and software businesses that enable the delivery of data and video content globally. Additionally, Broadcom is committed to maintaining privacy and accessibility standards in its digital interactions and customer service.

📋 Description

• Providing omni-channel support for complex questions/problems for product suites to ensure our customers achieve their desired business outcomes. • Delivering a superior customer experience by exhibiting core principles of empathy, expertise, value, and speed. • Maintaining a professional attitude and utilizing technical expertise to resolve problems quickly and effectively. • Acting as a first-level interface with customers when problems/questions are identified with Broadcom Software. • Requesting documentation for review and analysis when appropriate to determine the problem and provide applicable maintenance. • Efficiently utilizing available resources to review and analyze documentation sent by customers. • Uploading logs, dumps, and other documentation for review. • Attempting to recreate errors on available mini systems if the problem has not been previously reported. • Engaging Sustaining Engineering (SE) to analyze data if necessary. • Providing resolutions or existing fixes to customers. • Handling multiple cases efficiently and providing clear communication to colleagues or SE. • Following documented guidelines for case hygiene to provide clear, concise, and timely updates. • Acting as a teammate and collaborating with colleagues for continuous coverage. • Constantly striving to expand product knowledge through formal learning and self-study.

🎯 Requirements

• Bachelors and 5+ years of related experience or Masters degree and 3+ years of related experience. • Technical and professional certifications as applicable to the position. • Proficiency in z/OS mainframe environment • Knowledge of Mainframe Architecture and Operations • Experience with SMP/E, z/OSMF, USS (Unix System Services), TSO/ISPF, SDSF, IPCS and other z/OS utilities • Experience working with and knowledge of TCP/IP concepts and basic networking including FTP and Telnet processing • Experience working with and knowledge of VTAM and TN3270 session management • JCL knowledge for job submission, troubleshooting, and batch processing • Experience with REXX, CLIST, or similar scripting language • Experience with CICS administration • Experience working in production mainframe environments • Ability to diagnose and resolve technical issues related to z/OS • Knowledge or familiarity with Broadcom Mainframe Products, in particular NetMaster, SOLVE:access, and MIM • Familiarity with GRS and z/OS resource serialization • Knowledge of IBM Data Storage for tape and DaSD. • 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

🏖️ Benefits

• 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 • Vacation time • Follows all applicable laws for Paid Family Leave and other leaves of absence