Broadcom Mainframe Technical Support Engineer 

United States, Illinois 

580131507

Key Responsibilities

• Promote Broadcom mission, customer promise, and strategy; willingly adapts to and supports change.
• Willingly accepts and adapts to change in product(s) being supported,infrastructure/technologyand such.
• Continually expand knowledge of Broadcom Support best practices, procedures and systems.
• Actively participate and contribute to brainstorming/swarm sessions and internal projects to improve our business.
• Promotes Communities to customers and answers Communities questions.
• Captures, reuses, creates and publishes knowledge.
• Prioritize and balance workload across channels, making good use of time to achieve organizational and personal goals.
• Independently learn and expand product, technology and soft skills. Expand knowledge across multiple product releases.
• Actively participate in Broadcom communities to promote self-service and to promote customer-to-customer collaboration. Review information and answer questions on product Communities.
• Enable customer self-service success using KCS methodology by reusing, creating, updating and publishing knowledge.
• Leverage experience and research existing knowledge resources to evaluate customer's environment and historical use of Broadcom products to proactively prepare for customer engagements and assess business impact.
• Establish relationships with customers to develop strategic partnerships and to help them 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 sharinginformation/expertiseregarding recent hotfixes and knowledge documents with the customer.
• Independently apply acquired product/technical knowledge, support process and troubleshooting methodology to assess/recreate complex problems, analyze logs to determine root causes, and advice and set expectations with customers.
• Escalate high impact or aged customer issues to the appropriate subject matter expert or manager according to product line procedures.
• Create lab environments to replicate customer issues.
• Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation.
• Proactively contact customers to discuss product adoption and leverage cross-functional teams and proactive support playbooks to increase customer product adoption levels.
• Cultivate a growth mindset. Investigate professional development opportunities.

Typical Role Definition

Professional Staff. An intermediate level professional role. Some evaluation, originality or ingenuity required to perform tasks. Knows and applies the fundamental concepts, practices, and procedures of a particular field. 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:
  • Work with the customer and Broadcom resources to meet customer objectives.
  • Determine priorities of customer issues.
  • Recommend solutions to customers.
• Typically has no direct reports.
• Typically has no total staff.
• Typically has a global geographic focus.
• Typically does not manage a budget.

Physical demands:

• Office environment. No special physical demands required.

Preferred Education

Bachelor's Degree or global equivalent in Computer Science or related discipline.

Work Experience

Typically, 2 or more years of related professional experience.

Skills & Competencies

• Proficient customer service skills.
• Excellent communication skills; written, verbal and social media. Knowledge of multiple languages is a plus.
• Ability to perform troubleshooting and apply analytical skills in complex environments.
• Possess good teamwork skills.
• An ability to handle and resolve high pressure situations.

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 $59,000 - $87,000

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.