{"id":2516320,"url":"https://alion.io/job/broadcom-technical-support-manager","title":"Technical Support Manager","company":{"id":95,"name":"Broadcom","domain":"broadcom.com","url":"https://alion.io/company/broadcom","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":92,"ghost_share":0.011,"stale_share":0.576,"repost_share":0.011,"time_to_fill_p50_days":32,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"staff","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lisle, United States","Durham, United States","Princeton, United States","Plano, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":110800,"max":177300,"currency":"USD","period":"year","gross":null,"usd_annual":177300},"salary_estimate":null,"experience_years_min":20,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T14:20:14Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Please Note:\n1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)\n2. If you already have a Candidate Account, please Sign-In before you apply.\nJob Description:\nMainframe Software, Senior Technical Support Manager\nOverview\nThis position is responsible for leading teams that deliver world-class support for mainframe software\nproducts to ensure that our customers achieve their desired business outcomes on time with minimal\ndisruption. The Senior Technical Support Manager fosters a high-performance customer-first culture\ngrounded in empathy, dedication, knowledge, and skills.\nKey Responsibilities\n Lead, coach, and mentor teams of Technical Support Engineers setting clear expectations for case\nquality, responsiveness, and technical content.\n Provide frequent coaching and periodic performance reviews for individual employees. Monitor\nand manage metrics associated with customer satisfaction, productivity, timeliness, case hygiene,\nand knowledge management. Perform case reviews to provide specific recommendations regarding\nthe items noted above plus case communications (e.g. comments, summaries, and resolutions).\n Ensure timely, high-quality resolution of complex customer incidents. Act as the\nmanagement-level point of contact for critical or highly visible customer issues, ensuring\ntransparent and frequent communication with the customer. Convene internal teams, set\ntimelines, and provide regular status updates to customers, executives, and account teams.\n Participate in the weekend Manager on Duty rotation to ensure Severity 1 cases receive timely and\nappropriate responses.\n Provide customer value beyond traditional case solving by delivering proactive solutions through\nSupport Campaigns and Expert Change Planning. Stay current with mainframe best practices and\ntranslate these into actionable guidance for customers.\n Work closely with R&D on specific customer issues to assess alternatives and solution progress\nwhile providing the voice of the customer throughout. Also work with R&D on requirements\ndefinition and internal testing for new product capabilities.\n Prepare Support Insights in collaboration with Technical Consulting, Education, and Mainframe\nBusiness Specialists for periodic Value Stream Leadership reviews. Provide structured feedback to\nProduct Management and R&D based on case trends, defects, and adoption and usability\nchallenges. Assist in product adoption, renewals, and expanded use opportunities.\n Champion continuous improvement initiatives across processes and tools to increase the efficiency\nand effectiveness of support delivery in areas including case management, testing, and product\nsupport insights. Utilize approved AI products to enable and accelerate these efforts.\n Oversee the quality and lifecycle of knowledge artifacts associated with specific products: ensure\ncreation, review, de-duplication, and retirement of technical knowledge for internal and external\nusers.\n Participate in strategy and planning for technical support. This includes headcount, skills and\nproduct training roadmap, global coverage model, and annual projects. Also provide inputs for\nbusiness reviews and operational updates to senior leadership that highlight achievements, risks,\nand investment areas for mainframe support.\n Partner with HR to attract, select, and onboard Technical Support talent.\n.\nSkills & Competencies\n X to Y years (or “Proven experience”) leading mainframe technical support or operations teams.\n15 or more direct reports are typical for Broadcom Support Managers.\n Domain and product expertise as aligned to specific teams, e.g. security and compliance,\ndevops, databases, workload automation, monitoring and performance, output management,\nstorage management, etc.\n Strong written and verbal communication skills including facilitating meetings and preparing and\ndelivering presentations.\n Teamwork, collaboration, reliability, and proven leadership competencies.\nPreferred Education\nBachelor's Degree or global equivalent in Computer Science or a related technical discipline.\nTechnical and professional certifications as applicable to support management\nWork Experience\n20+ years of management and staff experience in a related area such as mainframe infrastructure software support or mainframe infrastructure operations.\nCandidate must have the legal right to work in the US.\nThis is a work-from-office position.\n#Broadcomsoftware\nCompensation and Benefits\nThe annual base salary range for this position is USD 110,800.00 To USD 177,300.00\nAs 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.\nBroadcom 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.\nBroadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.\nIf you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.","description_format":"text","description_chars":5863,"description_truncated":false,"requirements":{"experience_years_min":20,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["RF & Wireless Hardware","Virtualization & Containers","Network Equipment","AI Chips & Accelerators"],"lifecycle":[{"event":"open","at":"2026-10-14T09:53:58Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":32,"reasons":["conf:15","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":{"stated_usd_annual":177300,"is_top_pay":true},"html_url":"https://alion.io/job/broadcom-technical-support-manager","json_url":"https://alion.io/job/broadcom-technical-support-manager.json","meta":{"generated_at":"2026-10-15T10:53:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16665,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":95},"rest":"https://alion.io/mcp/rest/get_company?id=95"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbroadcom-technical-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbroadcom-technical-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbroadcom-technical-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/broadcom-technical-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbroadcom-technical-support-manager"}]}