Senior Mainframe Support Leader - On-Site, Equity + Bonus

Broadcom; Chicago (IL); Sur place; USD 111 000 - 177 000; Plein temps

Avantages offerts par ce poste

Discretionary annual bonus

Résumé du poste

Broadcom is seeking a Senior Technical Support Manager for mainframe software to lead and develop high‑performing support teams. You will drive timely, high-quality incident resolution and coordinate with R&D to shape product capabilities.

Role requires 20+ years in related areas with a US work authorization; a bachelor’s in CS and strong leadership, coaching, and customer-centric approach are essential. Office-based in the United States with global scope.

Qualifications

• Must have proven leadership of technical support or operations teams.
• Strong domain expertise in mainframe software and related technologies.
• Excellent written and verbal communication; able to present to executives and customers.

Responsabilités

• Lead and mentor Technical Support Engineers, setting expectations for case quality and responsiveness.
• Coach and conduct performance reviews; monitor customer satisfaction, productivity, and knowledge management.
• Ensure timely resolution of complex incidents; act as escalation point for critical issues and provide regular status updates to customers and account teams.
• Collaborate with R&D to address customer issues and define requirements for new capabilities.
• Drive continuous improvement across processes and tools, including knowledge management and AI-assisted initiatives.
• Contribute to strategic planning for headcount, training, and global coverage.

Connaissances

Leadership

Mainframe knowledge

Customer focus

Communication

Team management

Formation

Bachelor's Degree in Computer Science

Outils

Performance metrics

Incident management tools

Description du poste

Broadcom is seeking a Senior Technical Support Manager for mainframe software to lead and develop high‑performing support teams. You will drive timely, high-quality incident resolution and coordinate with R&D to shape product capabilities.

Role requires 20+ years in related areas with a US work authorization; a bachelor’s in CS and strong leadership, coaching, and customer-centric approach are essential. Office-based in the United States with global scope.