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Senior Mainframe Support Specialist

2 months ago

Lisle, Illinois, United States Broadcom Corporation Full time

Important Notice:

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2. If you already possess a Candidate Account, please log in prior to applying.

Position Overview:

Broadcom Corporation's Mainframe Software Division (MSD) is in search of a skilled and enthusiastic Technical Support Specialist dedicated to Customer Success.

This role entails delivering multi-channel assistance for intricate inquiries and challenges related to our product offerings, ensuring that our clients attain their desired business objectives. Engineers are expected to provide an exceptional customer experience by embodying our core values of empathy, expertise, value, and efficiency.

Key Responsibilities:

  • Champion Broadcom's mission, customer commitment, and strategic direction; readily embraces and supports change. Engage in initiatives aimed at enhancing business operations, products, and customer experience.
  • Adapt to changes in supported products, environments (e.g., SaaS), and technology infrastructure. May support others in adjusting to product or technology changes. May serve as a Designated Support Engineer for specific products or clients.
  • Continuously enhance knowledge of Broadcom Support best practices, procedures, and systems.
  • Facilitate brainstorming sessions to drive business improvements through active listening, collaboration, and facilitation skills.
  • Proactively identify training needs within the team; collaborate with colleagues to provide relevant training addressing individual or team requirements.
  • Effectively prioritize and manage workload across various channels, utilizing time efficiently to meet organizational and personal objectives. Assist and mentor others in workload management by sharing expertise.
  • Independently acquire and broaden knowledge of products, technologies, and interpersonal skills. Serve as a subject matter expert for specific product components.
  • Actively engage in Broadcom communities to promote self-service and foster customer-to-customer collaboration. Review information and respond to inquiries within product communities.
  • Share insights with fellow engineers and clients by adhering to KCS methodology and processes. Enable customer self-service success using KCS principles by reusing, creating, reviewing, updating, publishing, and retiring knowledge. Assist and mentor colleagues in developing knowledge content.
  • Utilize experience and research existing knowledge resources to evaluate customer environments and historical usage of Broadcom products, preparing for customer interactions, assessing business impact, and instilling immediate customer confidence.
  • Develop strong relationships with key internal stakeholders (e.g., SaaS Operations, Sustaining Engineering) to cultivate strategic partnerships that help clients achieve their business goals.
  • Employ problem-solving skills to swiftly resolve customer cases to their satisfaction and provide guidance to prevent future issues by proactively sharing information and expertise regarding recent updates and knowledge documents.
  • Leverage advanced technology (e.g., telemetry) to enhance understanding of customer environments.
  • Apply advanced technical knowledge and troubleshooting methodologies to assess complex issues, analyze logs to identify root causes, and advise clients on solutions. Analyze diverse customer environmental data to troubleshoot and replicate issues on test systems. Share configuration best practices with clients.
  • Exhibit teamwork and leadership by providing technical support to team members on aged or escalated issues. Offer coaching and mentoring to less-experienced colleagues.
  • Collaborate with Support Delivery Management and Engineering Teams to highlight customer business impact and influence the prioritization of defects or issues for resolution.
  • Understand the Product Lifecycle and future direction for supported products or product lines. Participate in scrum teams, including documentation and requirements review, providing feedback on end-of-scrum demonstrations, testing demo environments, and supporting requirements for maintainability.
  • Create lab environments to replicate customer issues.
  • Enhance product quality by identifying and documenting prevalent customer issues requiring assessment by Business Insight Analysts.
  • Adhere to best practices for case hygiene and seek new methods to improve the quality and integrity of case data and documentation.
  • Proactively identify barriers preventing customers from adopting or effectively utilizing products or solutions, leveraging cross-functional teams and proactive support playbooks to elevate customer satisfaction and adoption rates.
  • Foster a growth mindset with a continual focus on professional development opportunities, including product and industry certifications.

Typical Role Definition:

This is a senior-level professional role requiring evaluation, originality, or ingenuity. The individual should be well-versed in the fundamental concepts, practices, and procedures of the field, having mastered key responsibilities. Assignments may be broad in nature, and the individual may serve as a resource to others in resolving complex problems and issues. Instructions are generally provided in broad terms, and the individual may take on project lead roles as necessary. Participation in an on-call rotation after hours and on weekends may be required.

Job-Specific Authority and Scope:

  • Generally operates independently without consulting their manager.
  • Independent decisions are made on a daily basis.
  • Examples of typical decisions made without manager consultation include:
    • Determining priorities while working with customers.
    • Formulating workarounds to meet customer business objectives.
    • Mentoring junior team members.
  • Typically has no direct reports.
  • Typically has no total staff.
  • Typically has a global geographic focus.
  • Typically does not manage a budget.

Business Travel and Physical Demands:

Business travel of approximately 10% or less annually is anticipated for this position.

Physical Demands:

  • Office environment. No special physical demands required.

Preferred Education:

Bachelor's Degree or global equivalent in Computer Science or a related discipline.

Work Experience:

Typically, 8 or more years of relevant professional experience. The candidate must be proficient with the Broadcom product or solution they will be supporting. In the case of a new hire or product reassignment, the Senior Support Engineer is expected to leverage previous experience (Broadcom products or external experience) to expedite proficiency to the level of a Senior Support Engineer.

Skills & Competencies:

  • Demonstrated customer service skills.
  • Strong communication abilities; written, verbal, and social media.
  • Exhibit technical and team leadership skills.
  • Familiarity with z/OS, Unix, and Top Secret.

Certifications:

  • Preferred, relevant certifications such as 100 level (or equivalent) knowledge of a Broadcom product.
  • Preferred, product line relevant or pertinent third-party certifications (z/OS, ACF2, Top Secret, DB2, Unix, SMP/E, etc.).

Compensation and Benefits:

The annual base salary range for this position is $84,000 - $135,000.

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, including medical, dental, and vision plans, 401(K) participation with company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company-paid holidays, paid sick leave, and vacation time. The company adheres to all applicable laws regarding 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 the USA, please ensure to provide a home address as this will be used for future correspondence.