Broadcom · 2 weeks ago
Sr Support Manager - Automation
Burlington, MA
Full-time
Onsite
Senior Level, Lead/Staff
$129K/yr - $207K/yr
15+ years expBroadcom is a global technology company, and they are seeking a Sr Support Manager specializing in Automation. This role is responsible for managing a global support team to ensure the successful resolution of customer support issues while also focusing on the professional development of the team.
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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
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
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
Ensure professional development of the team
Reduce case volume by leveraging Knowledge Centered Service (KCS) best practices
Make hiring, termination, and compensation decisions
Perform Goal Setting and Performance Management, including measurement and appraisal of employees
Ensure the integration, reuse, and improvement of self-service materials
Determine after-hours work schedules to ensure weekend Severity 1/escalation coverage
Review regional team's support surveys and address customer concerns
Ensure the health and safety of the workforce
Leads team to meet the operating objectives of the company and department
Collaborates with Sustaining Engineering (L2), Development, Product Management, Regional Support Managers, Customer Adoption Managers and Escalation Team
Mentors and develops the team
Implements common policies/procedures aligned with the Product Support business area
Analyzes and challenges current working methods to create improvements in processes and results
Resolves complex problems based on data analysis and lean six sigma theories
Applies the latest technical support/company tools, principles, theories, procedures, and concepts
Works with minimal supervision
Leads and/or contributes to high-level projects that have an impact on the company's future direction
Uses Reward and Recognition Programs to keep employees engaged, motivated and satisfied
Performs resource management by collaborating with HR and recruiting agencies
Encourages employees to take ownership of their personal career planning
Assigns projects or special assignments to team members
Business travel of approximately 10 or less percent yearly is expected for this position
Office environment. No special physical demands required
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
Experience in team supervision and leadership
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
Bachelor's Degree in Computer Science or a related field, or equivalent work experience demonstrating leadership skills and a high level of technical aptitude
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
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2026-02-04
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2026-02-04
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