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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.
Knowledge of applications or technologies listed below at an administrator, support, developer level, and/or equivalent:
Operating Systems: Microsoft Windows Server, Sun Solaris, Linux, HP-UX, AIX, z/OS platforms
Web Servers: Tomcat
Networking and protocols: TCP/IP, HTTP, DNS or SSL
Databases: Oracle or Microsoft SQL Server
Good understanding of the Automation landscape and what is at stake; understanding of the concept of Digital Transformation; a previous experience with a Workload Scheduler (Control-M/Autosys/Tivoli/etc.) is a plus.
Ease at writing simple SQL statements to query troubleshooting information in underlying Databases.
Experience with Automic Workload Automation/UC4 Product will be a plus, specifically:
Experience in using, managing, and/or supporting the product.
Knowledge of the product with Web Services agent, other 3rd party integrations
Knowledge of the database schema
Practical knowledge of developer role in/use of Automic Workload Automation
Ability to install and configure a full Automic Workload Automation system and non-core components (Tomcat and Analytics)
Key Responsibilities & Skills
Confident, articulate, and professional written and verbal skills through phone, email, and WebEx engagements
Exhibit strong customer facing skills while under pressure with the ability to react, adapt, and respond professionally to complex and emotional situations
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors (Use logs, traces, dumps, debuggers, reviewing product code, scripts or other software tools as a precursor to involvement by the Engineering team)
Collaborates well with resources outside own area of expertise to resolve customer reported problems
Champion organizational projects, programs and/or business initiatives using demonstrated creativity and ingenuity to improve performance and customer experience
Demonstrate technical and execution leadership to drive overall team success
Coaches and mentors other team members
Provide technical leadership in Broadcom communities and Knowledge-Centered Service methodology and process
Participate in customer technical events (ie -site visits, user group meetings and webinars)
Understand the Product Lifecycle and future direction for the supported products or product line
Actively participate in scrum teams: including documentation and requirements review, feedback on sprint demonstrations, test and validate demo environments, and identifying supportability requirements
Creation of lab environments to replicate customer issues
Adhere to case management best practices and look for new ways to improve the quality and integrity of case data/documentation
Flexibility to work various shifts and provide rotational pager support as required
Educational Requirements & Experience
Bachelor’s Degree in CS, CIS, or MIS required + 5 years of related experience in a similar role or Master’s degree + 3+ years’ experience.
At least 3 or 5 years (depending on the Degree) of Experience in a Support Engineer role.
Technical certifications preferred
English spoken and written is required
German spoken and written will be highly valued
If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.