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Job Description:
Provide technical support for Broadcom Mainframe Software products 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 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 assisted less-experienced team members to become more self-sufficient and confident in their role(s)
Relevant Technical Knowledge and skills:
- Mainframe operations or systems programming experience – z/OS z/VM and or z/VSE
- Strong experience with mainframe technologies and tools such as JCL ISPF, REXX, USS, terse /unterse utility FTP both online and batch
- Familiarity with debugging skills such as IPCS dump reading
- Knowledge of widely used Common Services components such as ENF, and CCI a definite plus
- An understanding of other Broadcom Mainframe products is an asset
Preferred Education
Bachelor's Degree or global equivalent in Computer Science or related discipline.
Technical and professional certifications as applicable to the position.
Work Experience
Typically 8+ or more 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.
Skills & Competencies
• Proven customer service skills
• Strong written and verbal communication skills
Additional Job Description:
Compensation and Benefits
The annual base salary range for this position is $91,200 - $152,000
This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.
Broadcom offers a competitive and comprehensive benefits package: 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.
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.
If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.
