Mainframe Technical Support Engineer

This position is responsible for providing omni-channel support for a product to ensure our customers achieve their desired business outcomes. The Mainframe Technical Support Engineer will promote Broadcom mission, customer promise, and strategy, and will be expected to deliver a superior customer experience by exhibiting our core principles of empathy, expertise, value, and speed.

Requirements

• Promote Broadcom mission, customer promise, and strategy
• Deliver a superior customer experience
• 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
• 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
• 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

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