Staff Technical Support Engineer, Mainframe

What you'll do

• Provide omni-channel technical support to resolve complex customer problems and ensure successful business outcomes.
• Analyze logs and environmental data to identify root causes and provide troubleshooting solutions for product issues.
• Create lab environments to replicate customer issues and test potential fixes or workarounds.
• Develop, update, and publish knowledge base content using KCS methodology to enable customer self-service.
• Partner with Engineering teams to highlight business impacts and influence the prioritization of software defects.
• Mentor junior team members and provide technical guidance on aged or escalated cases.
• Participate in scrum teams to review documentation, requirements, and supportability for new product releases.
• Identify recurring product issues and document them for analysis by Business Insight teams to improve quality.

What we're looking for

• Must have the legal right to work in the US.
• Preferred Bachelor's degree with 8+ years of related experience or a Master's degree with 6+ years of related experience.
• Requires at least 8 years of professional experience in a Mainframe environment working in Software Support or Systems Programming.
• Must demonstrate proficiency with Broadcom or comparable competitor solutions.
• Proficiency in z/OS, Unix, ACF2, and SMP/E is required.
• Preferred certifications include 100 level knowledge of a Broadcom product or relevant third-party certifications like Top Secret or DB2.
• Must possess strong communication skills across written, verbal, and social media platforms.
• Must demonstrate technical leadership and the ability to mentor junior team members.