Mainframe Software Technical Support Engineer

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Job Description:

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 to ensure our customers are able to use our products efficiently and effectively.

Key Responsibilities
- Maintaining a professional attitude and utilizing technical expertise in order to resolve problems quickly and effectively
- Acting as a first-level interface with customers when problems/questions are identified with Broadcom Software
- When appropriate, request documentation for review and analysis to determine the problem and provide applicable maintenance to resolve the problem(s) if available
- Efficiently utilize available resources to review and analyze the documentation when it is sent by the customer
- Upload the logs, dumps, and other documentation to the mainframe for review
- Attempt to recreate the error(s) on available mini systems, if the problem has not been previously reported or no maintenance currently exists
- If necessary, engage Sustaining Engineering (SE) to further analyze the data
       - Obtain advice on possibly providing an existing fix
       - Allow SE to create a resolution and provide to the customer
- Handle multiple cases efficiently and provide clear communication to colleagues or SE to prevent issue aging before a resolution is found
       - Follow documented guidelines for case hygiene to provide clear, concise, and timely updates
- Act as a teammate and collaborate with colleagues to provide efficient, continuous coverage when necessary
- Upload documentation and maintenance to cases for colleagues when necessary
- Constantly strive to expand product knowledge through strengthening of analysis, formal learning opportunities, and self-study, when available
- Keep abreast of technical and environmental changes, and tools to strengthen analytical skills
- Write, revise, or archive knowledge documents as needed
      - Provide to customers when appropriate
- Coach and assist less-experienced team members to become more self-sufficient and confident in their role(s)

 
Mainframe Skills Desired:

• 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 or familiarity with Broadcom Mainframe Products, in particular MIM
• Knowledge of IBM Data Storage for tape and DaSD

Nice to Have/Bonus Skills: 

• Knowledge of API processing
• Knowledge in Assembler language
• Understanding of mainframe security concepts

• Ability to analyze SYSOUT, job logs, and abend codes

• Understanding of SMF (System Management Facility) data and record formats

• COBOL programming skills
• Familiarity with VM CMS

• Knowledge of GDPS, DFDSS, DFSMS

Support Experience

• 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

• Strong desire to conduct needed research of both internal and external resources

• Customer advocate with a passion for excellence and ability to build strong customer relationships