Mainframe Technical Support Engineer Advanced - Workload Automation or Storage Management

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Job Description:

This position is responsible for providing technical support for complex issues for Mainframe software suites to ensure our customers achieve their desired business outcomes. Technical Support Engineers are expected to deliver a superior customer experience by exhibiting technical expertise and timely and clear communications.
 

Key Responsibilities

• Prioritize and balance workload making good use of time to manage multiple concurrent cases. Collaborate with 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.
• 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 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 Product Development team.
• Communicate business impact of product issues to Product Development and collaborate on prioritization and selection of solutions.
• Lead and coordinate aged/escalated issues to the customer's satisfaction.
• 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
• 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.
• Provide structured mentoring and coaching for less experienced Support team members.

Skills & Competencies

• Proven customer service skills
• Strong written and verbal communication skills
• Teamwork, collaboration, reliability, and self-direction
• Relevant technical competence for this role
  - Mainframe operations, software support, or systems programming experience in z/OS, z/VM and/or z/VSE environments
  - Advanced capabilities with Mainframe technologies such as JCL, JES2, USS, SMP/E, TCP/IP, ISPF, SDSF, REXX/CLIST, and various file types
  - Mainframe software diagnostic skills using logs, traces and dumps
   
• Specific Competencies for the Workload Automation Role
  - Mainframe and Distributed Workload Scheduling Knowledge (e.g. CA 7, ESP, Autosys, Workload Agents or competing products)
  - UNIX or Windows Server knowledge to troubleshoot software and connectivity problems
  - Scripting knowledge
   
• Specific Competencies for the Storage Management Role
  - Expertise as a Storage Architect, Engineer, or Administrator

- Competence with disk, virtual tape and physical tape technologies
(examples DFHSM, DFSMS, RMM, Broadcom products including Vantage, Disk Backup and Restore, Allocate, and CA1)
 

Preferred Education

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

Technical and professional certifications as applicable to the position.
 

Work Experience

Typically 8+ 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.

Candidate must have the legal right to work in the US.

Additional Job Description:

Compensation and Benefits

The annual base salary range for this position is $84,000 - $135,000

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