Senior Mainframe Technical Support Specialist
This position is responsible for delivering exceptional support for complex technical issues related to Mainframe product suites.
* Promote strategic partnerships with customers and internal stakeholders to ensure desired business outcomes.
* Continually expand knowledge of best practices, procedures, and systems to improve support delivery.
* Lead brainstorming sessions to enhance business processes and identify opportunities for growth.
* Prioritize and balance workload across channels to achieve organizational and personal goals.
* Independently learn and expand product, technology, and soft skills to remain current in the field.
* Act as a subject matter expert for certain product components and leverage experience to resolve complex customer issues.
* Mature relationships with key internal stakeholders to develop strategic partnerships.
* Use problem-solving skills to quickly resolve customer cases and provide assistance to prevent future issues.
* Utilize advanced technology to increase knowledge of customers' environments and analyze diverse data to troubleshoot complex problems.
* Demonstrate teamwork and leadership by providing technical assistance to team members and coaching less-experienced colleagues.
* Partner with Support Delivery Management and Engineering Teams to highlight customer business impact and influence prioritization of defects/issues.
* Create lab environments to replicate customer issues and improve product quality by identifying and documenting predominant customer issues.
* Adhere to case hygiene best practices and proactively identify barriers preventing customers from adopting or being productive with products/solutions.
Role Definition:
A senior level professional role requiring expertise in Mainframe technical support and ability to apply fundamental concepts, practices, and procedures to resolve complex technical issues.
Job-Specific Authority and Scope:
* Works independently with minimal supervision and makes decisions daily to prioritize work, formulate workarounds, and mentor junior team members.
* Typically has no direct reports, manages a global geographic focus, and does not manage a budget.
Business Travel and Physical Demands:
Business travel of approximately 10% per year is expected for this position, with an office environment requiring no special physical demands.
Preferred Education:
Bachelor's Degree or equivalent in Computer Science or related discipline.
Work Experience:
Typically, 5 or more years of related professional experience, with proficiency in Broadcom Mainframe products or external experience.
Skills & Competencies:
* Proven customer service skills and strong communication skills, including written, verbal, and social media.
* Demonstrate technical and team leadership skills, with preferred certifications in Mainframe technology.
Certifications:
* Preferred, Appropriate certifications such as 100-level knowledge of a Mainframe product.
* Preferred, Product line relevant or relevant 3rd party certifications (Oracle, DB2, Unix, SMP/E, etc.)
Broadcom Offers:
A competitive compensation package, discretionary annual bonus, and equity in accordance with equity plan documents and equity award agreements.
EEO Statement:
Broadcom is proud to be an equal opportunity employer, considering qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, or any other characteristic protected by federal, state, or local law.