Manager – Technical Support (Payment Security Division)

HypTechie; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Broadcom Inc. – Payment Security Division is seeking a Manager of Technical Support to lead a team of Technical Support Engineers and drive service availability, reliability, and customer satisfaction across our payment security platforms.

You will collaborate with Engineering, Sales, Product, and Customer Success to deliver strategic improvements, manage escalations, and foster continuous improvement through data‑driven decisions and coaching.

Qualifications

• Experience leading Technical Support in an enterprise environment.
• Proven mentoring and team development capability.
• Ability to implement scalable processes and customer‑focused initiatives.

Responsibilities

• Lead, mentor, and grow a team of Technical Support Engineers.
• Ensure high availability, reliability, and operational excellence across support functions.
• Collaborate with cross‑functional teams to drive improvements and resolve critical issues.

Skills

Leadership

Mentoring

Cross-functional collaboration

Data-driven decisions

Communication

Tools

OpenSearch

Kibana

Grafana

Prometheus

REST APIs

Docker

Kubernetes

VMware

Tanzu

CI/CD

Git

KCS

Job description

Location: Bengaluru, India

Company: Broadcom Inc. – Payment Security Division

Department: Technical Support / Engineering

Job Type: Full-time | People Management | Customer Support Leadership

About the Role:

Broadcom’s Payment Security Division is seeking an experienced and dynamic Manager of Technical Support to lead a team of high-performing Technical Support Engineers. This critical leadership role focuses on maintaining and improving service availability, operational efficiency, and customer satisfaction across our cutting‑edge payment security platforms. You will drive performance, enable innovation, and foster collaboration across teams to deliver exceptional customer support. This position is ideal for a people‑first leader who thrives in high‑impact environments and has a strong foundation in enterprise technology.

Key Responsibilities:

• Lead, mentor, and grow a team of Technical Support Engineers.
• Ensure high availability, system reliability, and operational excellence across all support functions.
• Collaborate with cross‑functional teams (Engineering, Sales, Product, Customer Success) to solve critical issues and deliver strategic improvements.
• Act as an escalation point during outages and coordinate communication with internal stakeholders and customers.
• Drive post‑incident retrospectives to implement continuous improvement.
• Enhance case management lifecycle and exceed support KPIs (response time, resolution, customer satisfaction).
• Conduct regular 1:1 meetings, performance reviews, and coaching sessions with team members.
• Champion process optimization and innovation using insights from operational data.

What We’re Looking For:

• Proven experience in technical support or support engineering leadership within a complex enterprise environment.
• Strong mentoring and team development background.
• Demonstrated ability to implement scalable processes and customer‑focused initiatives.
• Strong problem‑solving skills with a data‑driven approach.
• Excellent communication and cross‑functional collaboration abilities.
• Self‑motivated, detail‑oriented, and committed to continuous learning.

Preferred Technical Knowledge:

• Monitoring & Alerting: OpenSearch, Kibana, Grafana, Prometheus, Spectrum NetOps
• API & Microservices: API Contracts, AuthN/AuthZ, RESTful APIs
• Networking: Firewall, Load Balancers, Tracing Tools
• Databases: SQL fundamentals and query language
• Virtualization: VMware ESX, Tanzu, Docker, Kubernetes
• DevOps & Development: CI/CD pipelines, Git repositories
• Knowledge Management: Experience with KCS methodology

Why Join Us?

• Be part of a global leader in the payment security space.
• Work on critical systems that protect digital transactions for enterprises worldwide.
• Engage with cutting‑edge technologies and infrastructure.
• Lead a passionate and collaborative team in a high‑impact role.