This position provides mainframe technical support, handling complex questions and problems related to product suites to ensure customer success. Engineers are expected to deliver a superior customer experience by demonstrating empathy, expertise, value, and speed. Key Responsibilities Promote Broadcom's mission, customer promise, and strategy; support change and participate in projects to improve business, products, and customer experience. Adapt to changes in supported products, environments (e.g., SaaS), and infrastructure; assist others in adopting new technologies; may act as a Designated Support Engineer. Expand knowledge of support best practices, procedures, and systems. Lead brainstorming sessions to improve business processes using active listening and collaboration skills. Identify team training needs and facilitate relevant training sessions. Prioritize and manage workload effectively; mentor others in workload management. Continuously learn and expand product, technology, and soft skills; become a subject matter expert. Participate in community forums to promote self-service and customer collaboration; review and contribute to knowledge bases. Share knowledge following KCS methodology to enable customer self-service and assist colleagues. Evaluate customer environments proactively to prepare for engagements and assess business impact. Develop strategic partnerships with internal stakeholders to support customer outcomes. Resolve customer cases quickly, sharing updates on hotfixes and knowledge documents to prevent future issues. Utilize advanced technologies like telemetry to understand customer environments. Apply advanced troubleshooting to analyze logs, identify root causes, and advise customers; share best practices. Support team members with technical assistance and mentorship. Collaborate with support management and engineering to prioritize defects and issues. Understand product lifecycle and participate in scrum teams, including documentation and testing. Create lab environments to replicate customer issues. Identify and document common customer issues to improve product quality. Maintain case hygiene and improve case data quality. Proactively address barriers to product adoption to increase customer satisfaction. Focus on professional growth through certifications and training. Typical Role Definition Senior professional role requiring evaluation, originality, and mastery of responsibilities. May lead projects and serve as a resource for complex issues. May be on-call after hours and weekends. Job-Specific Authority and Scope Work independently without daily managerial consultation. Make decisions on priorities, workarounds, and mentoring. Typically do not have direct reports or manage budgets; focus may be global. Business Travel and Physical Demands Up to 10% business travel annually. No special physical demands. Preferred Education Bachelor's Degree in Computer Science or related field. Work Experience At least 5 years of related professional experience, with proficiency in supported Broadcom products or relevant external experience. Skills & Competencies Customer service skills. Strong communication skills. Technical and team leadership abilities. Certifications Preferred: Basic knowledge of Broadcom products and relevant third-party certifications. Additional Compensation and Benefits Salary range: $73,100 - $117,000. Includes bonus, equity, and comprehensive benefits such as health plans, 401(k), ESPP, paid leave, and holidays. Broadcom is an equal opportunity employer, considering qualified applicants regardless of protected characteristics. Applicants outside the USA should include a home address for correspondence.

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