Providing omni-channel support for complex questions/problems for product suites to ensure our customers achieve their desired business outcomes.
Delivering a superior customer experience by exhibiting core principles of empathy, expertise, value, and speed.
Maintaining a professional attitude and utilizing technical expertise to resolve problems quickly and effectively.
Acting as a first-level interface with customers when problems/questions are identified with Broadcom Software.
Requesting documentation for review and analysis when appropriate to determine the problem and provide applicable maintenance.
Efficiently utilizing available resources to review and analyze documentation sent by customers.
Uploading logs, dumps, and other documentation for review.
Attempting to recreate errors on available mini systems if the problem has not been previously reported.
Engaging Sustaining Engineering (SE) to analyze data if necessary.
Providing resolutions or existing fixes to customers.
Handling multiple cases efficiently and providing clear communication to colleagues or SE.
Following documented guidelines for case hygiene to provide clear, concise, and timely updates.
Acting as a teammate and collaborating with colleagues for continuous coverage.
Constantly striving to expand product knowledge through formal learning and self-study.

Bachelors and 5+ years of related experience or Masters degree and 3+ years of related experience.
Technical and professional certifications as applicable to the position.
Proficiency in z/OS mainframe environment
Knowledge of Mainframe Architecture and Operations
Experience with SMP/E, z/OSMF, USS (Unix System Services), TSO/ISPF, SDSF, IPCS and other z/OS utilities
Experience working with and knowledge of TCP/IP concepts and basic networking including FTP and Telnet processing
Experience working with and knowledge of VTAM and TN3270 session management
JCL knowledge for job submission, troubleshooting, and batch processing
Experience with REXX, CLIST, or similar scripting language
Experience with CICS administration
Experience working in production mainframe environments
Ability to diagnose and resolve technical issues related to z/OS
Knowledge or familiarity with Broadcom Mainframe Products, in particular NetMaster, SOLVE:access, and MIM
Familiarity with GRS and z/OS resource serialization
Knowledge of IBM Data Storage for tape and DaSD.
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

Mainframe Software Technical Support Engineer

Key skills