Mainframe Technical Support Engineer

Broadcom - Warrenville, IL

Full-time - Entry Level

Warrenville, IL

Computer and Electronic Product Manufacturing

About the position

The Mainframe Technical Support Engineer is responsible for providing omni-channel support for Broadcom products, ensuring customers achieve their desired business outcomes. This role emphasizes delivering a superior customer experience through empathy, expertise, value, and speed, while adapting to changes in products and technology. Engineers are expected to engage in continuous learning, contribute to internal projects, and promote customer self-service success.

Responsibilities

• Promote Broadcom mission, customer promise, and strategy; willingly adapts to and supports change.
• Accept and adapt to changes in product(s) being supported and infrastructure/technology.
• Expand knowledge of Broadcom Support best practices, procedures, and systems.
• Participate in brainstorming/swarm sessions and internal projects to improve business processes.
• Promote Communities to customers and answer Communities questions.
• Capture, reuse, create, and publish knowledge.
• Prioritize and balance workload across channels to achieve organizational and personal goals.
• Independently learn and expand product, technology, and soft skills across multiple product releases.
• Participate in Broadcom communities to promote self-service and customer-to-customer collaboration.
• Enable customer self-service success using KCS methodology by managing knowledge effectively.
• Evaluate customer's environment and historical use of Broadcom products to prepare for engagements.
• Establish relationships with customers to develop strategic partnerships.
• Use problem-solving skills to resolve customer cases and prevent future issues.
• Apply product/technical knowledge and troubleshooting methodology to assess complex problems.
• Escalate high impact or aged customer issues to appropriate experts or managers.
• Create lab environments to replicate customer issues.
• Adhere to case hygiene best practices and improve case data/documentation quality.
• Proactively contact customers to discuss product adoption and leverage support playbooks.

Requirements

• Bachelor's Degree or global equivalent in Computer Science or related discipline.
• Typically, 2 or more years of related professional experience.
• Proficient with the Broadcom product or solution being supported.
• Proficient customer service skills.
• Excellent communication skills; written, verbal, and social media.
• Ability to perform troubleshooting and apply analytical skills in complex environments.
• Possess good teamwork skills.
• Ability to handle and resolve high-pressure situations.

Nice-to-haves

• Knowledge of multiple languages is a plus.
• Appropriate certifications such as 100 level (or equivalent) knowledge of a Broadcom product.
• Product line relevant or relevant 3rd party certifications (Oracle, MCSE, DB2, Unix, SMP/E, CNE, etc.)

Benefits

• Medical, dental and vision plans
• 401(K) participation including company matching
• Employee Stock Purchase Program (ESPP)
• Employee Assistance Program (EAP)
• Company paid holidays
• Paid sick leave and vacation time
• Paid Family Leave and other leaves of absence