Mainframe Technical Support Engineer (Remote, Australia, Sydney) (broadcom)

Job Description

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Job Overview

This position is responsible for the technical success of omni-channel 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 less-experienced team-members to assist with progressing issues, troubleshooting and recreating customer issues.  
• Work with BIA's 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 self-service and to promote customer-to-customer collaboration. Review information and answer questions on product Communities. Establish community forums and blogs.
• Shares knowledge with other engineers and customers by following KCS methodology and process. Enable customer self-service success using KCS methodology by 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 customer's 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 customer's 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.  
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• Lead and coordinate aged/escalated issues to customer's satisfaction. Provide structured follow-up coaching for less-experienced team-members.  
• Partner with Sr. Support Delivery Management, Sr. Engineering Teams, BIA and Product Management to highlight customer's 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 line. Actively 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 cross-functional 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 (in-depth 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 decision-making 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 high-level projects that have an impact on the company’s future direction. Must be able to communicate comfortably at multiple levels whether management or technical. May be required to be on-call rotation afterhours and weekends.

Job-Specific 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

Bachelor's Degree or global equivalent in 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 Bachelor's 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 inter-group cooperation.
• Ability to handle high-pressure 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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