Support Engineer

• Providing technical support for complex issues involving Mainframe Storage Management software.
• Deliver a superior customer experience by exhibiting technical expertise and timely and clear communications.
• 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.

Technical Support Engineer, Mainframe Software – Storage Management

Technical Analyst II