MSD Support Manager

Broadcom; Plano (TX); In loco; USD 111.000 - 177.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental and vision plans

401(k) participation with companyMatch

Employee Stock Purchase Program (ESPP)

Paid holidays, sick leave and vacation

Descrizione del lavoro

Broadcom in Plano, TX, is seeking a Senior Technical Support Manager to lead a team delivering world-class mainframe software support. The role focuses on coaching, incident resolution, and customer-focused leadership to ensure outcomes with minimal disruption.

The position requires 20+ years in management of mainframe support, a bachelor's in computer science, and legal authorization to work in the United States. This is an in-office role with strong coordination with R&D and product teams.

Competenze

• 20+ years of management experience in mainframe software support or operations.
• Legal right to work in the US.
• This is a work-from-office position.
• Experience delivering world-class customer support for mainframe products.

Mansioni

• Lead, coach, and mentor teams of Technical Support Engineers with clear expectations for quality, responsiveness, and content.
• Provide coaching and performance reviews; monitor customer satisfaction and productivity metrics.
• Ensure timely, high-quality resolution of complex incidents and communicate with customers and executives.
• Participate in weekend rotation to handle Severity 1 issues and provide status updates.
• Identify proactive improvements via Support Campaigns, knowledge management, and AI-assisted initiatives.
• Collaborate with R&D on issues, requirements, and testing for new product capabilities.
• Prepare insights for leadership reviews and assist in renewals and expanded use opportunities.
• Oversee knowledge artifacts lifecycle and ensure accurate documentation.
• Plan headcount, skill development, and global coverage; participate in strategic updates.
• Collaborate with HR to attract, select, and onboard talent.

Conoscenze

People leadership

Mainframe support

Incident management

Customer communication

Cross-functional collaboration

Performance metrics

Formazione

Bachelor's Degree in Computer Science

Strumenti

Descrizione del lavoro

Job Description:

Mainframe Software, Senior Technical Support Manager

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.

#Broadcomsoftware

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.

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