Mainframe Technical Support Engineer (Remote, Australia, Sydney)

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Job Description:

Job Overview

This position is responsible for the technical success of omnichannel support and technical guidance within the Global Support Organization for multiple Mainframe products/ solutions and underlying technologies using superior expertise in technical skills guidance mentorship and leadership. Engineers are expected to deliver a superior customer experience by exhibiting our core principles of empathy expertise value and speed.

Key Responsibilities

• Promote Broadcom mission customer promise and strategy; willingly adapts to and supports change. Leads and participates in projects to improve the business/products/CX.
• Willingly accepts and adapts to change in product(s) being supported infrastructure/ technology and such. Leads others in adopting to product(s) technology and environmental (i.e. SaaS) change. May act as a Designated Support Engineer for certain products/ customers.
• Continually expands knowledge of Broadcom Support best practices procedures and systems.
• Lead brainstorming sessions and internal projects to improve our business. Provide coaching and mentoring to lessexperienced teammembers to assist with progressing issues troubleshooting and recreating customer issues.
• Work with BIAs to proactively identify team training needs; collaborates with cross functional team members to help develop and deliver training content including engineer onboarding training.
• Prioritize and balance workload across channels making good use of time to achieve organizational and personal goals. Assist/mentor others to prioritize and balance their workload by sharing their expertise.
• Independently review and apply industry trends. Expand product and technology expertise across multiple product sets. Act as subject matter expert for multiple products.
• Provide technical leadership in Broadcom communities to promote selfservice and to promote customertocustomer collaboration. Review information and answer questions on product community forums and blogs.
• Shares knowledge with other engineers and customers by following KCS methodology and process. Enable customer selfservice success usingKCS methodologyby reusing creating reviewing updating publishing and retiring knowledge. Assist/mentor colleagues in developing knowledge content.
• Participate in customer engagement (i.e site visits user group meeting webinars) sessions to provide or assist with customer education and expand issue prevention efforts and deepen technical knowledge of customer environment.
• Leverage experience and research existing knowledge resources to evaluate customers environment and historical use of Broadcom products to proactively prepare for customer engagements assess business impact and instill immediate customer confidence.
• Leverage and expand relationships with key internal stakeholders (e.g. SaaS Ops Sustaining Engineering) to develop strategic partnerships which will help customers achieve their business outcomes. Mentor colleagues to help them build relationships with key stakeholders.
• Use problem solving skills and product knowledge to proactively prevent future customers issues. Proactively share information/expertise regarding recent hotfixes and knowledge documents with the customer.
• Research and investigate complex issues for Broadcom product defects for associated product(s). Use logs traces dumps debuggers reviewing product code scripts or other software tools as a precursor to involvement by the Sustaining Engineering team.
• Lead and coordinate aged/escalated issues to customers structured followup coaching for lessexperienced teammembers.
• Partner with Sr. Support Delivery Management Sr. Engineering Teams BIA and Product Management to highlight customers business impact and influence the prioritization of defects/issues to create fixes documentation enhancements and such to improve the customer experience.
• Understand the Product Lifecycle and future direction for the supported products or product participate in scrum teams including documentation and requirements review comments on end of scrum demos test demo environments and supportability requirements. Share future product information with the team.
• Create and assist others in creating lab environments to replicate customer issues.
• Improve product quality by identifying and documenting predominant customer issues which require assessment by the Business Insight Analysts.
• Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation.
• Proactively identifies barriers preventing customer from adopting or being productive with products/solutions and leverages crossfunctional teams and proactive support playbooks to increase customer satisfaction and adoption levels.
• Cultivate a growth mindset. Continual focus on professional career development opportunities including product and industry certifications.

Typical Role Definition

Sr Professional Staff. A seasoned experienced professional with a full understanding of area of specialization (indepth knowledge of multiple Mainframe products). Resolves a wide range of issues in creative ways. Complete understanding and wide application of principles theories and concepts in the field. General knowledge of other related disciplines. Strong competence with the various tools procedures programming languages used to accomplish the job. Usually works with minimal supervision conferring with a supervisor on unusual matters. May be assisted by (and at times direct) less senior level employees. Requires daily decisionmaking capabilities and actions that may not be reviewed by superiors. Assignments are broad in nature and need ingenuity and originality to solve. Contributes to moderately complex aspects of a project. May assist more junior staff members with aspects of their job. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. May play a role in highlevel projects that have an impact on the companys future direction. Must be able to communicate comfortably at multiple levels whether management or technical. May be required to be oncall rotation afterhours and weekends.

JobSpecific Authority and Scope

• Generally works without consulting their manager.
• Independent decisions are made daily.
• Examples of typical decisions without manager consultation:
  • Provide technical team leadership and mentoring.
  • Manage escalation of issues.
  • Create and develop proposals for education.
• 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 percent yearly is expected for this position.

Physical demands:

• Office environment. No special physical demands required.

Preferred Education

Bachelors Degree or global equivalentin Computer Science or related discipline.

Work Experience

Typically 7 or more years of technical support experience as a Support or Senior Support Engineer.

The candidate must also have programming experience that is related to the supported solution. Structured programming experience in a professional environment is preferred but an Associate or Bachelors degree in Computer science or related field may qualify.

The candidate must be extremely proficient with the Broadcom product line for which they will be supporting. In the case of a new hire or product reassignment the Principal Support Engineer will be expected to make use of their previous experience (Broadcom products or external experience) to expedite their proficiency to the level of a Principal Support Engineer.

Skills & Competencies

• Strong and proven customer service skills.
• Strong communication skills; written verbal and social media.
• Strong and proven technical leadership skills.
• Excellent analytical troubleshooting and presentation skills.
• Strong teamwork skills for intergroup cooperation.
• Ability to handle highpressure customer situations and bring these situations to a successful resolution for the customer.
• Ability to interface with customer onsite at a technical level.
• Ability to mentor and train other Technical Support Reps.
• Advanced knowledge of CA products and technologies.

Certifications

• Appropriate certifications such as 200 level (or equivalent) knowledge of a Broadcom product required.
• Product line relevant or relevant 3rd party certifications (Oracle MCSE DB2 Unix SMP/E CNE etc.) strongly preferred.
• Programming language certification such as Sun SCJP Microsoft MCSD IBM Certified Application Developer are preferred.

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Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race color creed religion sex sexual orientation 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.

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