Mainframe Software Technical Support Engineer

Broadcom • Durham, NC

6d

About The Position

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.

Requirements

• 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
• 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
• Bachelor's Degree or global equivalent in Computer Science or related discipline.
• Technical and professional certifications as applicable to the position.
• Typically 8+ or more years of related professional experience in a Mainframe environment working in Software Support or Systems
• Legal authorization to work in the U.S. is required

Nice To Haves

• 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

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)

Benefits

• Medical, dental and vision plans
• 401(K) participation including company matching
• Employee Stock Purchase Program (ESPP)
• Employee Assistance Program (EAP)
• company paid holidays
• paid sick leave and vacation time
• The company follows all applicable laws for Paid Family Leave and other leaves of absence.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level