Technical Support Manager

Please Note:1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)2. If you already have a Candidate Account, please Sign-In before you apply.Job Description:As a Technical Support Manager in VMWare by Broadcom SD-WAN, you will be responsible for working closely with other support engineers, sales engineers, and customers to understand customer network configurations and problems that they may be facing or simply answering technical inquiries about VMWare by Broadcom SD-WAN products.Involve internal and external stakeholders and keeping open communication with partners about the progress of ongoing technical engagements. You will engage customers via email and phone and provide timely and accurate information. One key objective would be to provide immediate solution/workaround and guide customers until the issue can be resolved.Key Responsibilities: As a Technical Support Manager, you will take your vast knowledge of Networking technologies, people, and process management to help our most elite customers troubleshoot, understand, and conquer their challenges. You will have in depth understanding of SDWAN technology and associated process nuances. The expertise that will put you into position to support and assist our customers, design, and implement best practices, knowledge base creation, and technical escalations. You will work closely with other support engineers, sales engineers, and customers to understand customer requirements and problems that they may be facing or answering technical inquiries about VMWare by Broadcom SD-WAN products. Work with technical engineers, build overall development plans for succession and readiness towards upcoming technologies.As Technical Support Manager, you will work with the leadership team in the design and implementation of the mission, strategy, and tactics of the SDWAN Support team. You will also be responsible to liaise with our customers, executives, and internal VMware teams to drive successful delivery of critical program. You will also be responsible for several ongoing programs/projects and initiatives within the greater organization.Effectively manage support staff, including oversight of functional activities that contribute significantly to the overall quality of the SDWAN Support organization. Drive customer satisfaction by expediting the resolution of all service issues by conducting audit review of ongoing engagements and ensure adherence with SLA. Work with key stakeholders in the company including Engineering, Product Management, Sales, Professional Services, and IT to drive end-to-end process improvement to introduce automation, integration, and new services/processes.Utilizing your communication and technological skills, including, but not limited to Technical Expertise, Applied Logic, as well as Time, Queue and Customer management. Build and maintain strong relationships with customers and account teams. Oversee critical case escalation and problem resolution for key accounts.Improve overall customer satisfaction with support delivery services, through rapid, high-quality response and resolution for outstanding support issues to retain the customers. Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management.Desired Skills and Experience:12+ years of experience in the Networking industry with a minimum of 5 years in technical support as a manager/lead including people management.A proven ability to innovate, adapt and execute in a dynamic environment.Ability to interact and communicate with senior leadership at all levels.Ability to manage customer escalations and field engagements.Ability to quickly assess and understand customers issues and business impact.Exceptional leadership and problem-solving skills.Candidates with hands-on experience in TCP/IP stack, QoS, L4-L7 proxy devices are desired.Demonstrated experience with customer support toolsets to enable audit and review of operations.Strategic decision-maker with exceptional business acumen and excellent communication, listening and presentation skills.Embody strong empathy for customers and passion for growth, and help customers achieve their desired outcomes.Focus on key metrics – CSAT, DTC, Productivity and delivering outstanding customer experience.VMWare by Broadcom SDWAN certifications will be an added advantage.In addition to the above, the passion to work in a team environment are key attributes for this role.You will be joining the VMWare by Broadcom SDWAN Support team which is globally spread. The team consists of highly competent engineers. This position requires the employee to work full time in a VMWare by Broadcom Corporate office location.Schedule: Monday through Friday, occasional weekend or overnight hours and on-call as requiredBroadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, 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.If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.