Job Description : Key Responsibilities :
Key Responsibilities :
Promote Broadcom mission, customer promise, and strategy; willingly adapts to and supports change.
Willingly accepts and adapts to change in product(s) being supported, infrastructure / technology and such.
Continually expand knowledge of Broadcom Support best practices, procedures and systems.
Actively participate and contribute to brainstorming / swarm sessions and internal projects to improve our business.
Promotes Communities to customers and answers Communities questions.
Captures, reuses, creates and publishes knowledge.
Prioritize and balance workload across channels, making good use of time to achieve organizational and personal goals.
Independently learn and expand product, technology and soft skills. Expand knowledge across multiple product releases.
Actively participate in Broadcom communities to promote self-service and to promote customer-to-customer collaboration.
Review information and answer questions on product Communities.
Enable customer self-service success using KCS methodology by reusing, creating, updating and publishing knowledge.
Leverage experience and research existing knowledge resources to evaluate customer's environment and historical use of Broadcom products to proactively prepare for customer engagements and assess business impact.
Establish relationships with customers to develop strategic partnerships and to help them achieve their business outcomes.
Use problem solving skills to quickly resolve customer's cases to their satisfaction and provide assistance to prevent future issues by proactively sharing information / expertise regarding recent hotfixes and knowledge documents with the customer.
Independently apply acquired product / technical knowledge, support process and troubleshooting methodology to assess / recreate complex problems, analyze logs to determine root causes, and advice and set expectations with customers.
Escalate high impact or aged customer issues to the appropriate subject matter expert or manager according to product line procedures.
Create lab environments to replicate customer issues.
Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data / documentation.
Proactively contact customers to discuss product adoption and leverage cross-functional teams and proactive support playbooks to increase customer product adoption levels.
Cultivate a growth mindset. Investigate professional development opportunities.
Typical Role Definition :
Professional Staff. An intermediate level professional role.
Some evaluation, originality or ingenuity required to perform tasks. Knows and applies the fundamental concepts, practices, and procedures of a particular field.
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 :
Work with the customer and Broadcom resources to meet customer objectives.
Determine priorities of customer issues.
Recommend solutions to customers.
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, 2 or more years of related professional experience.
The candidate must be proficient with the Broadcom product or solution that they will be supporting.
In the case of a new hire or product reassignment, the Support Engineer will be expected to make use of their previous experience (Broadcom products or external experience) to establish Support Engineer level proficiency.
Skills & Competencies
Proficient customer service skills.
Excellent communication skills; written, verbal and social media. Knowledge of multiple languages is a plus.
Ability to perform troubleshooting and apply analytical skills in complex environments.
Mainframe operations or systems programming experience.
Knowledge of JCL, JES2, USS, RACF, XES, HCD, DFSMS, SMP / E, TCP / IP, ISPF, SDSF, WLM, REXX / CLIST
z / OS operating system software diagnostic and troubleshooting skills, GTF Traces, IPCS.
Programming experience, Assembler Language, C, REXX a plus
Knowledge of DB2, CICS, Websphere, IMS, MQ, and VM, are a plus
Experience with CA products
Possess good teamwork skills
An ability to handle and resolve high pressure situation
Preferred, Appropriate certifications such as 100 level (or equivalent) knowledge of a Broadcom product.
Preferred, Product line relevant or relevant 3rd party certifications (Oracle, MCSE, DB2, UNIX, SMP / E, CNE, etc.)
If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.