MSD Support Manager

Broadcom; Melville (NY); On-site; USD 111,000 - 177,000; Full time

Benefits offered by this job

Discretionary annual bonus

New hire equity grant

Annual equity awards

Medical, dental and vision plans

401(K) with company matching

Employee Stock Purchase Program (ESPP)

Employee Assistance Program (EAP)

Paid holidays

Paid sick leave

Vacation time

Paid Family Leave

Job summary

Broadcom in Melville, NY seeks a Senior Technical Support Manager for mainframe software. You will lead and mentor a team of Technical Support Engineers, drive customer satisfaction, and ensure timely resolution of complex incidents while maintaining strong communication with customers and account teams.

You will collaborate with R&D and Product Management to translate customer feedback into product improvements, manage knowledge, and promote continuous process enhancements across the support

Qualifications

• 20+ years of management and staff experience in mainframe software support or operations.
• Proven experience leading mainframe technical support or operations teams.
• Legal right to work in the US.
• This is a work-from-office position.

Responsibilities

• Lead, coach, and mentor Technical Support Engineers.
• Monitor metrics for customer satisfaction, productivity, and case quality.
• Ensure timely resolution of complex incidents for critical customers.
• Provide regular status updates to customers and account teams.
• Participate in weekend on-duty rotation for Severity 1 cases.
• Partner with R&D on issues and product capabilities.
• Prepare insights for Value Stream reviews and product management.
• Drive continuous improvements across processes and tools using AI.

Skills

Mainframe leadership

Team management

Communication skills

Leadership

Collaboration

Education

Bachelor's Degree in Computer Science or related

Job description

Job Description

Mainframe Software, Senior Technical Support Manager

Overview

This position is responsible for leading teams that deliver world-class support for mainframe software products to ensure that our customers achieve their desired business outcomes on time with minimal disruption. The Senior Technical Support Manager fosters a high-performance customer-first culture grounded in empathy, dedication, knowledge, and skills.

Key Responsibilities

Lead, coach, and mentor teams of Technical Support Engineers setting clear expectations for case quality, responsiveness, and technical content.

Provide frequent coaching and periodic performance reviews for individual employees. Monitor and manage metrics associated with customer satisfaction, productivity, timeliness, case hygiene, and knowledge management. Perform case reviews to provide specific recommendations regarding the items noted above plus case communications (e.g. comments, summaries, and resolutions).

Ensure timely, high-quality resolution of complex customer incidents. Act as the management-level point of contact for critical or highly visible customer issues, ensuring transparent and frequent communication with the customer. Convene internal teams, set timelines, and provide regular status updates to customers, executives, and account teams.

Participate in the weekend Manager on Duty rotation to ensure Severity 1 cases receive timely and appropriate responses.

Provide customer value beyond traditional case solving by delivering proactive solutions through Support Campaigns and Expert Change Planning. Stay current with mainframe best practices and translate these into actionable guidance for customers.

Work closely with R&D on specific customer issues to assess alternatives and solution progress while providing the voice of the customer throughout. Also work with R&D on requirements definition and internal testing for new product capabilities.

Prepare Support Insights in collaboration with Technical Consulting, Education, and Mainframe Business Specialists for periodic Value Stream Leadership reviews. Provide structured feedback to Product Management and R&D based on case trends, defects, and adoption and usability challenges. Assist in product adoption, renewals, and expanded use opportunities.

Champion continuous improvement initiatives across processes and tools to increase the efficiency and effectiveness of support delivery in areas including case management, testing, and product support insights. Utilize approved AI products to enable and accelerate these efforts.

Oversee the quality and lifecycle of knowledge artifacts associated with specific products: ensure creation, review, de-duplication, and retirement of technical knowledge for internal and external users.

Participate in strategy and planning for technical support. This includes headcount, skills and product training roadmap, global coverage model, and annual projects. Also provide inputs for business reviews and operational updates to senior leadership that highlight achievements, risks, and investment areas for mainframe support.

Partner with HR to attract, select, and onboard Technical Support talent.

Skills & Competencies

X to Y years (or "Proven experience") leading mainframe technical support or operations teams.

15 or more direct reports are typical for Broadcom Support Managers.

Domain and product expertise as aligned to specific teams, e.g. security and compliance, devops, databases, workload automation, monitoring and performance, output management, storage management, etc.

Strong written and verbal communication skills including facilitating meetings and preparing and delivering presentations.

Teamwork, collaboration, reliability, and proven leadership competencies.

Preferred Education

Bachelor's Degree or global equivalent in Computer Science or a related technical discipline.

Technical and professional certifications as applicable to support management

Work Experience

20+ years of management and staff experience in a related area such as mainframe infrastructure software support or mainframe infrastructure operations.

Candidate must have the legal right to work in the US.

This is a work-from-office position.

Compensation and Benefits

The annual base salary range for this position is USD 110,800.00 To USD 177,300.00

As a valued member of our team, you'll be eligible for a discretionary annual bonus and the opportunity to receive not only a competitive new hire equity grant, but also annual equity awards, connecting your success directly to the company's growth. All subject to relevant plan documents and award agreements.

Broadcom offers a competitive and comprehensive benefits package: 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. The company follows all applicable laws for Paid Family Leave and other leaves of absence.

Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.

Locations

USA-TX Plano Legacy Drive Suite 700

USA-NC-Durham-Swabia Court-Suite 400

USA-NJ Princeton Alexander Park Drive

USA-NY Melville

USA-IL-Lisle SO

Working Hours & Contract

Full time

R026755

#Broadcomsoftware

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