Broadcom delivers semiconductors and infrastructure software for global enterprises’ most complex, mission-critical needs.
About the role
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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,...
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