Mainframe Technical Support Engineer Advanced - Workload Automation or Storage Management

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Job Description:

Broadcom’s Mainframe Software Division (MSD) is looking for a talented and motivated Technical Support Engineer with a passion for Customer Success.

This position is responsible for providing omni-channel support for complex questions/problems for 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 (i.e., Saas), 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 applying active 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.  Anal