Manager of Technical Support - Payment Security Division

Leading the Technical Support team within the Broadcom’s Payment Security Division comprising of subject-matter experts on topics that range from monitoring and alerting, application and platform resiliency, to credit card industry standards and regulations.

What You Do:

• Manage, develop, and mentor a team of Technical Support Engineers with constant focus on service availability and reliability.

• Liaise with cross-functional teams (Sales, Customer Success, Engineering, Product, and more) to tackle urgent matters, strategic initiatives, and to implement workflow improvements that help ensure overall operational efficiencies. 

• Assist with incident response during outages as an escalation point, communicating with customers and providing info to internal teams. Drive innovation based on insight gained from retrospectives of incidents.

• Improve on case management lifecycle to meet and exceed key performance indicators

• Conduct one on one meetings at a regular cadence with team members to provide constructive feedback and skills development.

Who You Are:

• Technologist at heart with a continuous desire to learn current infrastructure and monitoring solutions and technologies

• A critical thinker who defaults to a client-centric approach and uses data to make informed decisions

• Passionate about people management and mentorship with previous experience leading a team

• Experienced in successful implementation of process and procedure 

• Self-motivated, detail-attentive, and have a desire for continuous learning and improvement

• Able to think creatively about a wide variety of challenges.

• Experience working in a Support Engineering or adjacent function within an enterprise technology environment

What you know:

• Monitoring and Alerting Frameworks - Openseach / Kibana / Grafana / Prometheus / Spectrum NetOPS

• API Management - Microservices / API Contracts / Authentication and Authorization

• Network Architecture - Network tracing / Firewall and Load Balancer fundamentals 

• Database - Structure / Query language

• Virtualization technologies - VMware ESX / VMware Tanzu / Container based technologies - Docker/Kubernetes 

• Development Process and Procedures - CI/CD pipeline / Code repository

• KCS (Knowledge-Centered Service) methodology

Bonus points:

• Formal education and/or training in management skills or strategies

• Knowledge of current infrastructure and monitoring solutions and technologies

• CS or Engineering degree