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Broadcom · 2 days ago

Mainframe Software, Technical Support Engineer - Storage Management

Plano, TX

Full-time

Onsite

Mid, Senior Level

$73K/yr - $117K/yr

5+ years exp

Broadcom is a technology company that provides innovative solutions to its customers. The Technical Support Engineer for Storage Management is responsible for delivering technical support for Mainframe Storage Management software, ensuring customer satisfaction through effective problem resolution and communication.

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No H1B

Responsibilities

Prioritize and balance workload to effectively manage multiple concurrent cases. Collaborate with other team members in case management and resolution

Analyze customer provided data and perform research to formulate potential solutions for customer issues. Provide assistance to prevent future issues by proactively sharing information with the customer regarding recent product updates and knowledge documents

Research and investigate complex issues for Broadcom product defects for associated product(s). Use logs, traces, dumps, debuggers, review of product code, scripts or other software tools as a precursor to involvement by the Development team

Maintain and utilize lab environments to replicate customer issues to determine solutions or identify product defects. Share configuration best practices with customers. Identify barriers preventing customers from upgrading or deploying products

Communicate business impact of product issues to the Development team and collaborate on prioritization and selection of solutions

Lead and coordinate aged/escalated issues to the customer's satisfaction. Provide structured follow-up coaching for less experienced team members

Utilize Knowledge Centered Service (KCS) processes to appropriately reuse, create, update, publish, and retire knowledge. Collaborate with colleagues in developing knowledge content

Adhere to best practices and case hygiene in the case resolution methodology

Participate in the weekend on-call rotation for Severity 1 support

Expand product knowledge, technical knowledge and soft skills through formal, informal, and self-study learning opportunities. Stay current with Broadcom Support best practices, procedures, products and systems. Earn product and industry certifications as relevant to job responsibilities

Qualification

Mainframe operationsStorage ManagementMainframe technologiesTechnical competenceDiskTape technologiesCustomer service skillsSelf-directionWritten communicationVerbal communicationTeamworkCollaborationReliability