MSD Support Manager

About This Role

• 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.
• We will also consider qualified applicants with arrest and conviction records consistent with local law.
• If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.