Staff Technical Support Engineer - Mainframe

Broadcom
Plano
Workplace: OnsiteFull timeUSD 88,300 - 141,300 annuallyFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: bachelorsSkills: ["Communication","Customer service","Leadership","Problem-solving","Teamwork"]

Seasoned mainframe-focused technical support engineer delivering omni-channel assistance for complex product suites, driving customer success through expert troubleshooting, knowledge sharing, and collaboration across engineering and support teams in a high-growth environment.

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FursaFursa
Broadcom
Broadcom
3 months ago

Staff Technical Support Engineer - Mainframe

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Seasoned mainframe-focused technical support engineer delivering omni-channel assistance for complex product suites, driving customer success through expert troubleshooting, knowledge sharing, and collaboration across engineering and support teams in a high-growth environment.
Location: Plano
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Promote Broadcom mission and strategy; participate in projects to improve business/products/CX
  • •Adapt to changes in products, environments, infrastructure and technology; may act as designated support engineer for certain products/customers
  • •Continually expand knowledge of Broadcom support practices, procedures and systems
  • •Lead brainstorming sessions to improve the business through active listening, collaboration and facilitation
  • •Identify training needs and facilitate relevant training for the team
  • •Prioritize and balance workload across channels and assist/mentor others in workload management
  • •Independently learn and expand product knowledge and soft skills; act as SME for product components
  • •Participate in Broadcom communities to promote self-service and customer-to-customer collaboration
  • •Share knowledge using KCS methodology to enable customer self-service and mentor colleagues
  • •Assess customer environments and prepare for engagements; communicate business impact and confidence to customers
  • •Develop strategic partnerships with internal stakeholders to achieve customer outcomes
  • •Resolve customer cases efficiently; share information on hotfixes and knowledge documents
  • •Leverage new technologies to enhance knowledge of customer environments
  • •Apply advanced technical knowledge and troubleshooting to analyze root causes and propose solutions
  • •Demonstrate teamwork and leadership; coach and mentor junior staff
  • •Collaborate with Support Delivery Management and Engineering to prioritize defects/issues for fixes
  • •Understand product lifecycle and participate in Scrum teams; contribute to requirements and demos
  • •Create lab environments to replicate customer issues
  • •Improve product quality by documenting prevalent customer issues for analysis
  • •Adhere to case hygiene and quality standards; improve data/documentation integrity
  • •Identify barriers to adoption and work with cross-functional teams to improve customer satisfaction
  • •Cultivate a growth mindset focused on career development including certifications

Pay and Benefits

Salary: USD 88,300 - 141,300 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kEquity

Key Requirements

  • •8+ years of related professional experience in a Mainframe environment working in Software Support or Systems Programming
  • •Demonstrated proficiency with Broadcom or comparable solutions in a Mainframe context
  • •Proven skills in z/OS, Unix, ACF2, SMP/E
  • •Bachelor's degree and 8+ years related experience or Master’s degree and 6+ years related experience
Experience:8+ yearsMainframeMainframe environmentSoftware support
Education:Bachelor's
Skills:CommunicationCustomer serviceLeadershipProblem-solvingTeamwork
Certifications:Broadcom product certificationsZ/OSACF2Top SecretDB2UnixSMP/E
Languages:English
Tech Stack:Z/OSUnixACF2SMP/EMainframe

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Broadcom
Designs, develops, and supplies a broad range of semiconductor and infrastructure software solutions for the data center, networking, broadband, wireless, storage, and industrial markets worldwide.
Industry: Electronics Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Irvine, United States
Founded: 1991
WebsiteLinkedIn