Mainframe Technical Support Engineer

Broadcom•Lisle, IL

1d•$59,000 - $74,700

About The Position

This position is responsible for providing omni-channel support for a product 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.

Requirements

Proficient customer service skills.
Excellent communication skills; written, verbal and social media.
Ability to perform troubleshooting and apply analytical skills in complex environments.
Possess good teamwork skills.
An ability to handle and resolve high pressure situations.

Nice To Haves

Proficient with the Broadcom product or solution a plus.
Knowledge of multiple languages is a plus.
Appropriate certifications such as 100 level (or equivalent) knowledge of a Broadcom product.
Product line relevant or relevant 3rd party certifications (Oracle, MCSE, DB2, Unix, SMP/E, CNE, etc.)

Responsibilities

Promote Broadcom mission, customer promise, and strategy; willingly adapts to and supports change.
Willingly accepts and adapts to change in product(s) being supported, infrastructure/technology and such.
Continually expand knowledge of Broadcom Support best practices, procedures and systems.
Actively participate and contribute to brainstorming/swarm sessions and internal projects to improve our business.
Promotes Communities to customers and answers Communities questions.
Captures, reuses, creates and publishes knowledge.
Prioritize and balance workload across channels, making good use of time to achieve organizational and personal goals.
Independently learn and expand product, technology and soft skills.
Expand knowledge across multiple product releases.
Actively participate in Broadcom communities to promote self-service and to promote customer-to-customer collaboration.
Review information and answer questions on product Communities.
Enable customer self-service success using KCS methodology by reusing, creating, updating and publishing knowledge.
Leverage experience and research existing knowledge resources to evaluate customer's environment and historical use of Broadcom products to proactively prepare for customer engagements and assess business impact.
Establish relationships with customers to develop strategic partnerships and to help them 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.
Independently apply acquired product/technical knowledge, support process and troubleshooting methodology to assess/recreate complex problems, analyze logs to determine root causes, and advice and set expectations with customers.
Escalate high impact or aged customer issues to the appropriate subject matter expert or manager according to product line procedures.
Create lab environments to replicate customer issues.
Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation.
Proactively contact customers to discuss product adoption and leverage cross-functional teams and proactive support playbooks to increase customer product adoption levels.
Cultivate a growth mindset.
Investigate professional development opportunities.