Broadcom

Broadcom

Support Engineer - Mainframe

USA-IL Lisle Warrenville Road

Sponsorship not specified$59k-$75kDetected 27 days ago
LinuxProduct ManagementAgileCustomer SupportResearchLeadershipCommunicationCollaborationProblem SolvingMentoring

About the role

  • If you already have a Candidate Account, please Sign-In before you apply.
  • Participates in projects to improve the business/products/CX. - Willingly accepts and adapts to change in product(s) being supported, environments (i.e., Saas), infrastructure / technology and such.
  • May assist others in adopting to product(s)/technology change.

Responsibilities

  • willingly adapts to and supports change. Participates in projects to improve the business/products/CX.
  • Continually expands knowledge of Broadcom Support best practices, procedures and systems.
  • Lead brainstorming sessions to improve our business by applying active listening, collaboration and facilitation skills.
  • collaborate with team members to facilitate relevant training to address individual or team needs.
  • Assist/ mentor colleagues developing knowledge content.
  • 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.
  • Promote Broadcom mission, customer promise, and strategy; willingly adapts to and supports change.
  • Proactively identify team training needs; collaborate with team members to facilitate relevant training to address individual or team needs.
  • Demonstrate teamwork and leadership by providing technical assistance to team-members to support aged/escalated issues. Provide coaching and mentoring to less-experienced team-members, or colleagues.
  • Partner with Support Delivery Management and Engineering Teams to highlight customer's business impact and influence the prioritization of defects/issues to create fixes.

Requirements

  • Assist/mentor others to prioritize and balance their workload by sharing their expertise.

Nice to have

  • 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.)

Skills

  • Proven customer service skills.
  • Strong communication skills; written, verbal and social media.

Compensation

  • The annual base salary range for this position is USD 59,000.00 To USD 74,700.00
  • As a valued member of our team, you'll be eligible for a discretionary annual bonus and the opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth.
  • All subject to relevant plan documents and award agreements.
  • Decide priorities while working with customers.
  • Formulate workarounds to meet customer business objectives.
  • Mentor junior team members

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.
  • The company follows all applicable laws for Paid Family Leave and other leaves of absence.

Company info

  • May act as a Designated Support Engineer for certain products/ customers.
  • Share knowledge with other engineers and customers by following KCS methodology and process.
  • Mature relationships with key internal stakeholders (e.g., SaaS Ops, Sustaining Engineering) to develop strategic partnerships which will help customers achieve their business outcomes.
  • Utilize new or advanced technology (i.e. telemetry) to increase knowledge of customers' environments.
  • Apply advanced technical knowledge and troubleshooting methodology to assess complex problems, analyze logs to determine root causes and advise customers on solutions.
  • Share configuration best-practices with customers.

Equal opportunity

  • Broadcom is proud to be an equal opportunity employer.
  • equal opportunity employer.

Visa & Work Authorization

  • 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
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This listing is sourced directly from Broadcom's careers page and normalized into a canonical job model.