Technical Support Manager

Broadcom

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Quick summary

Work type: On-site
Location: Lisle, ILDurham, NCPrinceton, NJPlano, TXMelville, NY
Employment: Full-time
Posted: 14 days ago
Freshness: Confirmed live today
Closes: Apr 8, 2027
Nearby: 99+ roles within 25 mi

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Salary context

How this pay compares to similar roles

Similar $173k

$117k $220k

below market most similar roles pay here above market

This listing doesn't post a salary. Most similar roles pay $148,605–$197,025.

Based on 240 similar postings.

Employer

About Broadcom

Broadcom is a global semiconductor and infrastructure software company that designs and markets a wide range of networking, storage, and wireless connectivity solutions. Industry: Semiconductors & Infrastructure Software

Broadcom currently has 280 open roles on FindRole.

Listed pay typically runs $121,900–$195,000 across 169 roles with salary data.

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At a glance

TL;DR · Technical Support Manager

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JOB TITLE: Senior Technical Support Manager The Senior Technical Support Manager leads teams delivering support for mainframe software products to ensure customers achieve business outcomes with minimal disruption. This role involves coaching and mentoring Technical Support Engineers, managing metrics for customer satisfaction and productivity, and performing case reviews to improve technical content and communication. The manager acts as a point of contact for critical incidents, collaborates with R&D on requirements and testing, and oversees the lifecycle of technical knowledge artifacts. Key responsibilities include participating in the Manager on Duty rotation and championing continuous improvement initiatives using approved AI products. Required skills include proven leadership, strong communication, and domain expertise in areas like security, databases, or workload automation. Candidates need extensive experience in mainframe infrastructure software support or operations.

Skills

Mainframe DevOps Databases Workload Automation Monitoring Storage Management Output Management Case Management Knowledge Management Testing AI Infrastructure Software Security Compliance

What you'll do

Lead, coach, and mentor teams of Technical Support Engineers to ensure high case quality and responsiveness.
Monitor and manage key metrics including customer satisfaction, productivity, timeliness, and knowledge management.
Act as the management-level point of contact for critical customer issues and provide regular status updates to executives.
Participate in the weekend Manager on Duty rotation to ensure timely responses to Severity 1 cases.
Collaborate with R&D on requirements definition, internal testing, and providing the voice of the customer.
Provide structured feedback to Product Management and R&D based on case trends, defects, and usability challenges.
Oversee the lifecycle of technical knowledge artifacts, including creation, review, and retirement of documentation.
Participate in strategic planning for headcount, skills training, global coverage models, and annual projects.

What we're looking for

Proven experience leading mainframe technical support or operations teams.
20+ years of management and staff experience in a related area such as mainframe infrastructure software support or operations.
Domain and product expertise in areas such as security, compliance, devops, databases, workload automation, monitoring, or storage management.
Strong written and verbal communication skills including facilitating meetings and delivering presentations.
Proven leadership competencies including teamwork, collaboration, and reliability.
Bachelor's Degree or global equivalent in Computer Science or a related technical discipline (preferred).
Technical and professional certifications as applicable to support management (preferred).
Must have the legal right to work in the US.

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