Position:

Mainframe, Technical Support Engineer III

Job Description:

This position is responsible for providing Technical After Sales support for problems for product suites to ensure our customers achieve their desired business outcomes. Engineers are expected to deliver a superior customer experience by exhibiting our core principles of empathy, expertise, value, and speed.

Key Responsibilities

• Use problem solving skills to quickly resolve customer's cases to their satisfaction and provide assistance to prevent future issues by proactively sharing information/expertise regarding recent hotfixes and knowledge documents with the customer.
• Apply advanced technical knowledge and troubleshooting methodology to assess complex problems, analyze logs to determine root causes and advise customers on solutions. Analyze diverse customer environmental data to troubleshoot and recreate issues on test systems. Share configuration best-practices with customers.
• Willingly accepts and adapts to change in product(s) being supported, environments (i.e., Saas), infrastructure / technology and such. May assist others in adopting to product(s)/technology change. May act as a Designated Support Engineer for certain products/ customers.
• Continually expands knowledge of Arrow Support best practices, procedures and systems.
• Proactively identify team training needs; collaborate with team members to facilitate relevant training to address individual or team needs.
• Prioritize and balance workload across channels, making good use of time to achieve organizational and personal goals. Assist/mentor others to prioritize and balance their workload by sharing their expertise.
• Independently learn and expand product, technology and soft skills. Expand knowledge across multiple product releases. Act as subject matter expert for certain product components.
• Share knowledge with other engineers and customers by following KCS methodology and process. Enable customer self-service success using KCS methodology by reusing, creating, reviewing, updating, publishing and retiring knowledge. Assist/ mentor colleagues developing knowledge content.
• Leverage experience and research existing knowledge resources to evaluate customer's environment to proactively prepare for customer engagements, assess business impact and instill immediate customer confidence.
• Utilize new or advanced technology (i.e. telemetry) to increase knowledge of customers' environments.
• Demonstrate teamwork and leadership by providing technical assistance to team-members to support aged/escalated issues. Provide coaching and mentoring to less-experienced team-members, or colleagues.
• Create lab environments to replicate customer issues.
• Improve product quality by identifying and documenting predominant customer issues which require assessment by the Business Insight Analysts.
• Adhere to case hygiene best practices and look for new ways to improve the quality and integrity of case data/documentation.
• Cultivate a growth mindset. Continual focus on professional career development opportunities including product and industry certifications.

Typical Role Definition

A senior level professional role. Evaluation, originality or ingenuity required. Knows and applies the fundamental concepts, practices, and procedures of a particular field. Has mastered the key responsibilities. Assignments can be broad in nature. May serve as a resource to others to resolve complex problems and issues. Instructions generally provided in general terms. May take on project lead role as required. May be required to be on-call rotation afterhours and weekends.

Work Experience

Typically, 5 or more years of Mainframe support.

Skills & Competencies

• Proven customer service skills.
• Strong communication skills.

Certifications

• Preferred, Appropriate certifications such as 100 level (or equivalent) knowledge of a Broadcom product(s).
• Preferred, Product line relevant or relevant 3rd party certifications (Oracle, MCSE, DB2, Unix, SMP/E, CNE, etc.)
• Programming language certification such as Sun SCJP, Microsoft MCSD, IBM Certified Application Developer are preferred.

Location:

EG-New Cairo, Egypt (Uvenues)

Time Type:

Full time

Job Category:

Engineering and Technology