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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 customer's 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 Support's best practices, procedures, products, and systems. Earn product and industry certifications as relevant to job responsibilities.
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 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 Bachelor's 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.
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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