Broadcom · 2 weeks ago
Sr Support Manager - Automation
USA-MA-Burlington - Blue Sky
Full-time
Onsite
Senior Level, Lead/Staff
$129K/yr - $207K/yr
15+ years expBroadcom is a global technology company seeking a Senior Support Manager for their Automation product portfolio. This role is responsible for managing a global support team, ensuring customer satisfaction, and driving the professional development of team members.
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Responsibilities
Global responsibility for the AOD Automation product portfolio. Analyze global team performance metrics and customer feedback to identify support improvement opportunities
Support representative to R&D leadership ensuring alignment on key initiatives, working directly with product development management on product quality improvements; planning and implementing changes to drive quality and customer satisfaction
Manage the resolution of escalated product technical issues
Review workload/skill requirements for the global team and perform gap reduction/workload distribution management
Measure individual and team performance against goals and present to leadership during operational reviews
Frequently interact with functional peers to address issues and improve business operations
Regional responsibility for direct management of product-aligned teams ensuring performance and productivity, and matrix responsibility for a global product-aligned team
Ensure professional development of the team
Reduce case volume by leveraging Knowledge Centered Service (KCS) best practices and ensuring team contributes to community success
Make hiring, termination, and compensation decisions
Perform Goal Setting and Performance Management, including measurement and appraisal of employees, as well as promotion recommendations
Ensure the integration, reuse, and improvement of self-service materials are integrated into the problem-solving process. Looks for new methods to eliminate cases using KCS best practices
Determine after-hours work schedules to ensure weekend Severity 1/escalation coverage. Participate in Manager on Call weekend rotations
Review regional team’s support surveys, thank customers for positive surveys, contact customers who have provided negative surveys to determine and address the root cause
Address customer concerns brought to our attention by customers or Regional Support Managers by engaging the appropriate personnel to resolve
Ensure the health and safety of the workforce
Qualification
Required
Bachelor's Degree in Computer Science or a related field, or equivalent work experience demonstrating leadership skills and a high level of technical aptitude
Project management experience/discipline with the ability to successfully develop programs and drive them to completion
Excellent written and oral communication skills; excellent presentation and public speaking skills
Self-motivated and able to effectively manage activities with minimal supervision
Ability to navigate across the organization to solve problems
Strong coaching and mentoring skills
Demonstrate the use of interpersonal and social skills in individual and group settings, including: actively listening to what other people are saying, verbally communicating fluently and confidently with subordinates, peers and senior management, presenting written communication in appropriate formats with good grammar and punctuation, instructing, coaching and mentoring to improve performance and employee development, networking to proactively establish a variety of contacts and build new relationships, negotiating to reconcile differences and produce an agreement, recognizing and resolving conflict through collaboration and consensus
Experience in team supervision and leadership: evaluate and assess the processes and results of a team, give instructions and measure the accomplishment of a task, set goals and provide appropriate feedback, motivate a group of people toward a common goal, provide guidance or direction in new situations
Understanding of the Product Space from a functional, business and market perspective
15+ years of experience in the IT software industry, including a minimum of 5 years in a management capacity. Broad understanding of industry trends and directions
Previous experience in technical support leadership and/or software development leadership roles
Preferred
KCS certification preferred
Lean Six Sigma certification preferred
Benefits
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
Vacation time
Paid Family Leave
Company
Broadcom
Broadcom is a designer, developer, and global supplier of a broad range of analog and digital semiconductor connectivity solutions.
10001+ employees
H1B Sponsorship
Broadcom has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (92)
2024 (77)
2023 (79)
2022 (112)
2021 (110)
2020 (89)
Funding
Current Stage
Public CompanyTotal Funding
unknown2017-10-31Post Ipo Equity
2015-05-28Acquired
1998-04-17IPO
Leadership Team
Greg Singh
CTO for APJ, Enterprise Security Group
Kirsten Spears
CFO and CAO, Broadcom
Recent News
2026-01-25
The Motley Fool
2026-01-24
The Motley Fool
2026-01-24
Company data provided by crunchbase