Manager of Technical Support - Payment Security Division
Job Description
- Formal training in management skills.
- Knowledge of infrastructure and monitoring solutions.
- Computer Science or Engineering degree.
- Manage, develop, and mentor Technical Support Engineers.
- Liaise with cross-functional teams for operational efficiency.
- Assist with incident response and customer communication.
- Improve case management lifecycle.
- Conduct one-on-one meetings with team members.
- Experience in Support Engineering within enterprise technology.
- Equal opportunity employer.
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Job Description:
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
Broadcom 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.
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