Technical Support Manager

The Technical Support Manager at Broadcom in Lisle, IL (onsite) leads technical support teams for mainframe software products, focusing on customer outcomes, incident resolution, and continuous improvements to support delivery.

Role Overview

This role ensures customers receive world-class support with minimal disruption while complex issues are managed end to end. The manager provides leadership for Technical Support Engineers, establishes case-quality expectations, and acts as the management point of contact for critical customer situations. The position also partners across R&D and other functions to improve product and support outcomes, including proactive support initiatives and structured feedback based on case trends.

Key Responsibilities

• Lead, coach, and mentor teams of Technical Support Engineers, setting expectations for case quality, responsiveness, and technical content.
• Provide frequent coaching and conduct periodic performance reviews for team members.
• Monitor and manage metrics related to customer satisfaction, productivity, timeliness, case hygiene, and knowledge management.
• Conduct case reviews and provide specific recommendations on quality, communications (comments, summaries, and resolutions), and the items tracked by team metrics.
• Ensure timely, high-quality resolution of complex customer incidents.
• Serve as the management-level point of contact for critical or highly visible customer issues, with transparent and frequent customer communication.
• Coordinate internal teams by setting timelines and delivering 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.
• Deliver customer value beyond reactive case solving through Support Campaigns and Expert Change Planning.
• Maintain current knowledge of mainframe best practices and translate them into actionable guidance for customers.
• Collaborate with R&D on customer issues to evaluate alternatives and track solution progress, representing the voice of the customer.
• Work with R&D on requirements definition and internal testing for new product capabilities.
• Prepare Support Insights 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.
• Support product adoption, renewals, and opportunities for expanded customer use.
• Lead continuous improvement initiatives across processes and tools, including case management, testing, and product support insights.
• Use approved AI products to enable and accelerate support improvement efforts.
• Oversee the quality and lifecycle of knowledge artifacts for specific products, including creation, review, de-duplication, and retirement of knowledge for internal and external users.
• Participate in technical support strategy and planning, including headcount, skills and product training roadmap, global coverage model, and annual projects.
• Provide inputs for business reviews and operational updates to senior leadership covering achievements, risks, and investment areas for mainframe support.
• Partner with HR to attract, select, and onboard Technical Support talent.

Required Qualifications

• 20+ years of management and staff experience in a related area such as mainframe infrastructure software support or mainframe infrastructure operations.
• Proven experience leading mainframe technical support or operations teams.
• Broadcom Support Managers typically manage 15 or more direct reports.
• Domain and product expertise aligned to specific teams, such as security and compliance, devops, databases, workload automation, monitoring and performance, output management, or storage management.
• Strong written and verbal communication skills, including facilitating meetings and preparing and delivering presentations.
• Teamwork, collaboration, reliability, and proven leadership competencies.
• Bachelor's Degree in Computer Science or a related technical discipline (or global equivalent).
• Technical and professional certifications as applicable to support management.
• Legal right to work in the US.
• This is a work-from-office position.

Compensation and Benefits

Base Salary Range: USD 110,800 to USD 177,300 per year.

• Discretionary annual bonus
• Competitive new hire equity grant and annual equity awards (subject to plan documents and award agreements)
• 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
• Paid Family Leave and other leaves of absence (company follows applicable laws)