Support Engineer, Mainframe

About the Role

This position is responsible for providing mainframe technical support for the Endevor/Zowe products. The role involves handling complex customer questions and problems to ensure desired business outcomes are achieved. Engineers are expected to deliver a superior customer experience by exhibiting empathy, expertise, value, and speed.

Key Responsibilities

• Promote Broadcom mission, customer promise, and strategy; adapt to and support change.
• Participate in projects to improve the business, products, or customer experience (CX).
• Adapt to changes in supported products, environments, infrastructure, and technology.
• Assist others in adopting product or technology changes.
• Act as a Designated Support Engineer for specific products or customers.
• Continuously expand knowledge of Broadcom Support best practices, procedures, and systems.
• Lead brainstorming sessions to improve business operations using active listening, collaboration, and facilitation skills.
• Proactively identify team training needs and collaborate with team members to facilitate relevant training.
• Prioritize and balance workload across channels, assisting and mentoring others in workload management.
• Independently learn and expand product, technology, and soft skills.
• Expand knowledge across multiple product releases; act as a subject matter expert for certain product components.
• Actively participate in Broadcom communities to promote self-service and customer-to-customer collaboration.
• Share knowledge with other engineers and customers following the KCS methodology.
• Enable customer self-service success using KCS methodology by reusing, creating, reviewing, updating, publishing, and retiring knowledge.
• Assist/mentor colleagues in developing knowledge content.
• Leverage experience and research existing knowledge resources to evaluate customer environments and product usage to proactively prepare for engagements, assess business impact, and instill customer confidence.
• Mature relationships with key internal stakeholders (e.g., SaaS Ops, Sustaining Engineering) to develop strategic partnerships.
• Utilize problem-solving skills to quickly resolve customer cases and prevent future issues by proactively sharing information about recent hotfixes and knowledge documents.
• Utilize new or advanced technology (e.g., telemetry) to increase knowledge of customer environments.
• Apply advanced technical knowledge and troubleshooting methodology to assess complex problems, analyze logs to determine root causes, and advise customers on solutions.
• Analyze diverse customer environmental data to troubleshoot and recreate issues on test systems.
• Share configuration best practices with customers.
• Demonstrate teamwork and leadership by providing technical assistance to team members for aged/escalated issues.
• Provide coaching and mentoring to less-experienced team members or colleagues.
• Partner with Support Delivery Management and Engineering Teams to highlight customer business impact and influence defect/issue prioritization for fixes.
• Understand the Product Lifecycle and future direction for supported products.
• Participate in scrum teams, including documentation and requirements review, end-of-scrum demo comments, test demo environments, and supportability requirements.
• Create lab environments to replicate customer issues.
• Improve product quality by identifying and documenting predominant customer issues for assessment by Business Insight Analysts.
• Adhere to case hygiene best practices and seek ways to improve case data/documentation quality and integrity.
• Proactively identify barriers to customer adoption or productivity and leverage cross-functional teams and proactive support playbooks.
• Cultivate a growth mindset and focus on professional career development, including product and industry certifications.
• May be required to be on-call rotation outside of normal business hours.

Requirements & Tech Stack

• Mainframe technical support for Endevor/Zowe products.
• Proficiency in problem-solving and troubleshooting.
• Experience with KCS methodology for knowledge management.
• Familiarity with telemetry or similar advanced technologies.
• Understanding of Product Lifecycle.
• Experience creating and managing lab environments.

Qualifications

• Bachelor's Degree or global equivalent in Computer Science or related discipline.
• 0-2+ years of experience.
• Proven customer service skills.
• Strong communication skills (written, verbal, social media).
• Demonstrated technical and team leadership skills.
• Preferred: Appropriate certifications such as 100 level (or equivalent) knowledge of a Broadcom product.
• Preferred: Product line relevant or relevant 3rd party certifications (e.g., Oracle, MCSE, DB2, Unix, SMP/E, CNE).

Job-Specific Authority and Scope

• Works without consulting their manager.
• Makes independent decisions daily.
• Typically has no direct reports.
• Typically has a global geographic focus.

Business Travel and Physical Demands

• Business travel of approximately 10% or less yearly is expected.
• Office environment; no special physical demands required.

Compensation And Benefits

• Annual base salary range: USD 59,000.00 to USD 74,700.00.
• Eligible for a discretionary annual bonus.
• Competitive new hire equity grant and annual equity awards.
• 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.
• Adherence to all applicable laws for Paid Family Leave and other leaves of absence.