Mainframe Software Technical Support Engineer

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Job Description:

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 (SE) 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)

Experience: Bachelor's + 5+ years of related experience
 
Mainframe Skills Desired:

• Proficiency in z/OS mainframe environment

• Experience working with and knowledge of how a Session Manager works (TPX is a plus)

• Experience working with and knowledge of VTAM

• Working knowledge of CICS

• Working knowledge of TCP/IP

• Working knowledge of TN3270 and Logmodes is a plus

• Experience with ACL/e (Automated Conversion Language) is a plus

• Knowledge of Mainframe Architecture and Operations

• Knowledge in Assembler language

• Experience with TSO/ISPF, SDSF, and other z/OS utilities

• JCL knowledge for job submission, troubleshooting, and batch processing

Nice to Have/Bonus Skills: 

• Knowledge or familiarity with Broadcom Mainframe Products, especially TPX

• Experience working in production mainframe environments

• CP and CMS

• XEDIT 

• Experience with REXX, CLIST, or automation scripts

• Experience with DB2 for z/OS

• Exposure to working with DB2 ODBC Drivers, and DB2 monitoring and administration tools

• Writing and debugging SQL queries

• Exposure to automation tools or schedulers (e.g., CA7, Control-M)

• Ability to analyze SYSOUT, job logs, and abend codes

• Exposure to USS (Unix System Services)

• Understanding of SMF (System Management Facility) data and record formats

• Exposure to SMF performance monitoring tools (e.g., RMF, MXG)

• Knowledge of SAS programming or other tools used for reporting on SMF data

• Experience working with IBM Data Studio and IBM HTTP server

• Understanding of security concepts, security features and security best practices

Support Experience

• Strong problem-solving skills and ability to provide high-quality technical support

• Strong written and verbal communication skills for technical and non-technical customer-facing interactions and documentation

• Strong desire to conduct needed research of both internal and external resources

• Customer advocate with a passion for excellence and ability to build strong customer relationships

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 5+ or more years of related professional experience in a Mainframe environment working in Software Support or Systems

Candidate must have the legal right to work in the US.

Additional Job Description:

Compensation and Benefits

The annual base salary range for this position is $73,100 - $117,000

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, 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.