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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in Software Support and Systems Programming within a Mainframe environment, with a strong focus on customer service, technical troubleshooting, and team leadership. Proficient in z/OS, Unix, ACF2, and SMP/E, with a commitment to continuous learning and knowledge sharing.
Highest-signal resume keywords
Mainframe Software SupportZ/OS ProficiencyCustomer Service SkillsTechnical LeadershipBroadcom Product Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Z/OSUnixACF2SMP/ETroubleshooting MethodologyLog AnalysisRoot Cause AnalysisKnowledge-Centered Support (KCS)Customer Environmental Data AnalysisCase Documentation
Soft Skills
Written CommunicationVerbal CommunicationSocial Media CommunicationTeam LeadershipCoaching and Mentoring
Certifications & Qualifications
Broadcom Product CertificationZ/OS CertificationACF2 CertificationTop Secret CertificationDB2 Certification
Industry Keywords
Software SupportSystems ProgrammingCustomer ExperienceProduct AdoptionCross-Functional Collaboration
Tech Stack
Tools & technologiesUnix
About the role
Key responsibilities & impact- Provide omni-channel support for complex questions and problems across product suites
- Promote Broadcom's mission, customer promise, and strategy
- Participate in projects to improve the business, products, and customer experience
- Act as a Designated Support Engineer for certain products or customers when required
- Lead brainstorming sessions and facilitate team training
- Prioritize and balance workload across support channels
- Learn and expand product, technology, and soft skills across multiple product releases
- Act as a subject matter expert for certain product components
- Participate in Broadcom communities and promote self-service and customer-to-customer collaboration
- Share knowledge with engineers and customers using KCS methodology
- Research customer environments and product history to prepare for engagements and assess business impact
- Develop strategic partnerships with internal stakeholders
- Resolve customer cases, provide workarounds, and proactively share hotfix and knowledge-document information
- Apply troubleshooting methodology, analyze logs, determine root causes, and advise customers on solutions
- Analyze customer environmental data and recreate issues on test systems
- Provide technical assistance, coaching, and mentoring to team members
- Partner with Support Delivery Management and Engineering Teams to influence defect and issue prioritization
- Participate in scrum teams, documentation and requirements reviews, demos, and supportability activities
- Create lab environments to replicate customer issues
- Identify and document predominant customer issues
- Maintain case hygiene and improve case data and documentation quality
- Identify barriers to customer product adoption and leverage cross-functional teams and proactive support playbooks
- Participate in professional career development and certification opportunities
Requirements
What you’ll need- Bachelors and 8+ years of related experience or Masters degree and 6+ years of related experience
- Typically 8+ years of related professional experience in a Mainframe environment working in Software Support or Systems Programming
- Demonstrated proficiency with Broadcom or comparable competitor solutions per the specific role
- Legal right to work in the US
- Proven customer service skills
- Strong written, verbal and social media communication skills
- Technical and team leadership skills
- Knowledge of z/OS, Unix, ACF2, and SMP/E
- Preferred certifications such as 100 level or equivalent knowledge of a Broadcom product
- Preferred product line relevant or relevant 3rd party certifications, including z/OS, ACF2, Top Secret, DB2, Unix, or SMP/E
Benefits
Comp & perks- Discretionary annual bonus
- Competitive new hire equity grant
- Annual equity awards
- 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 according to applicable laws