Mainframe Principal Technical Support Engineer (Sydney, Australia)

Please Note:

1. If you are a first time user please create your candidatelogin account before you apply for a job. (Click Sign In > Create Account)

2. If you already have a Candidate Account please Sign-In before you apply.

Job Description:

Job Description

This position is responsible for providing technical support for complex issues involving Mainframe Access and Compliance software to ensure our customers achieve their desired business outcomes. Technical Support Engineers are expected to deliver a superior customer experience by exhibiting technical expertise and timely and clear communications.

• This is a work-from-work position. Remote work is not an option.

Key Responsibilities

• Prioritize and balance workload making good use of time to manage multiple concurrent cases. Collaborate with other team members in case management and resolution.
• Analyze customer provided data and perform research to formulate potential solutions for customer issues. Provide assistance to prevent future issues by proactively sharing information with the customer regarding recent product updates and knowledge documents.
• Research and investigate complex issues for Broadcom product defects for the 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.
• Utilize KCS processes to appropriately reuse create update publish and retire knowledge. Collaborate with colleagues in developing knowledge content.
• Maintain and utilize lab environments to replicate customer issues to determine solutions or identify product defects. Share configuration best-practices with customers. Identify barriers preventing customers from upgrading or deploying products.
• Communicate the business impact of product issues to Product Engineering and collaborate on prioritization and selection of solutions. Collaborate to ensure proper management of aged and escalated issues.
• Adhere to best practices and case hygiene in the case resolution methodology.
• Lead and coordinate aged/escalated issues to customers satisfaction. Provide structured follow-up coaching for less-experienced team-members.
• Expand product knowledge technical knowledge and soft skills through formal informal and self-study learning opportunities. Stay current with Broadcom Supports best practices procedures products and systems. Earn product and industry certifications as relevant to job responsibilities.

Preferred Education

• Bachelors Degree or global equivalentin Computer Science or relateddiscipline.
• Technical and professional certifications as applicable to the position.

Work Experience

• Typically 7 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.
• 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 a related field may qualify.

Skills & Competencies

• Proven customer service skills
• Strong written and verbal communication skills
• Teamwork collaboration reliability and self-direction
• Relevant technical competence for this role
  - Mainframe operations or systems programming experience z/OS z/VM and/or z/VSE
  - Strong knowledge of Mainframe technologies such as JCL ISPF REXX USS etc.

• Knowledge of z/OS operating system software diagnostic and troubleshooting skills GTF Traces IPCS SYSUDUMPS.

Areas of Access and Compliance experience to be considered:

• Expertise as a Security Support Engineer or Administrator
• Competence with mainframe security technologies
• Access Control & Security Software: Proficiency in managing RACF ACF2 or Top Secret for user administration group management and resource protection.
• System Integrity & Hardening: Reviewing system parameters APF (Authorized Program Facility) libraries SVCs (Supervisor Calls) and SMF (System Management Facilities) records.
• Network & Data Security: Securing communications (TN3270/VTAM FTP) implementing pervasive encryption and managing digital certificates.
• Compliance & Audit: Ensuring alignment with policies (e.g. PCI-DSS GDPR) and identifying excessive access or privilege creep.
• Application Security: Secure coding practices for COBOL CICS and DB2 as well as testing for vulnerabilities in applications.
• Risk Assessment & Communication: The ability to translate technical vulnerabilities into business risks for management.
• Certifications: Common in-demand credentials include CISSP and IBM Certified Specialist.
• Password/Authentication: Reviewing rules for case sensitivity special characters and Multi-Factor Authentication (MFA) implementation.
• Data Set Protection: Ensuring sensitive datasets are appropriately restricted.
• Privileged Access: Monitoring and controlling access for administrators.

Compensation and Benefits

This position is 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 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.

• #Broadcomsoftware

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.

If you are located outside USA please be sure to fill out a home address as this will be used for future correspondence.