Broadcom Mainframe Technical Support Engineer - Storage Management 

United States, Texas, Plano 

82041187

• 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 sharinginformationwith the customer regarding recent product updates and knowledge documents.
• Research and investigate complex issues for Broadcom product defects for associated product(s). Use logs, traces, dumps, debuggers, review of product code, scripts or other software tools as a precursor to involvement by the Development team.
• Maintain and utilize lab environments to replicate customer issues to determine solutions or identify product defects.Shareconfiguration best-practices with customers. Identify barriers preventing customers from upgrading or deploying products.
• Communicate business impact of product issues to the Development team and collaborate on prioritization and selection of solutions.
• Lead and coordinate aged/escalated issues to the customer's satisfaction. Provide structured follow-up coaching for less-experienced team-members.
• Utilize Knowledge Centered Service (KCS) processes to appropriately reuse, create, update, publish, and retire knowledge. Collaborate with colleagues in developing knowledge content.
• Adhere to best practices and case hygiene in the case resolution methodology.
• Participate in the weekend on-call rotation for Severity 1 support.
• 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.

• Proven customer service skills
• Strong written and verbal communication skills
• Teamwork, collaboration, reliability, and self-direction
• Relevant technical competence for this role
  - Mainframe operations or systems programming experience – z/OS, z/VM and/or z/VSE
  - Strong knowledge of Mainframe technologies such as JCL, ISPF, REXX, USS, etc.
  

Additional Job Description:

Compensation and Benefits

The annual base salary range for this position is $71,000 - $113,000

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.