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Job Description

The VMware Cloud Foundation (VCF) division enables organizations worldwide to run their business-critical and modern applications in a secure, resilient, and cost-efficient manner.        

With our flagship product VMware vSphere, and our industry-leading technologies, including vSAN, NSX, and Aria, Broadcom customers receive the scale and agility of a public cloud with the security and performance of a private cloud. Modern infrastructures, accelerated application innovation, and predictable TCO savings and investment returns are just a few benefits of having a private cloud infrastructure powered by VMware Cloud Foundation.                    

Together, our bold group of technology professionals with diverse backgrounds, spanning engineering, products, marketing, partners, professional services, and global support services, focuses on what is best for the largest enterprises, governments, financial services, healthcare, manufacturing, and educational institutions of the world. 

The Elevator Pitch: Why will you enjoy this new opportunity?

Are you passionate about learning new technology and solving complex problems for customers? Do you like to work as part of a team? Do you like to learn from others? Do you like to share your knowledge? If the answer to these questions is yes, then Broadcom has a Technical Support role for you. As Manager of the Global support organization, you will have the responsibility to manage and lead a highly skilled technical support team driving adoption of our Cloud product offering. Your team will be responsible for the success of VMware by Broadcom’s most strategic customers and partners, requiring the development of strong and lasting working relationships. Our Global Support organization supports over 250,000 companies in 100+ different countries, and you can be part of an extraordinary team in an energetic, creative, and collaborative business environment.

Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing? 

As a Technical Support Manager, you will have the opportunity to work with the existing senior management team in the design and implementation of the mission, strategy, and tactics of our leading-edge technical support organization. The position demands excellent communication and relationship skills with staff, customers, Partners, and stakeholders at all levels including engineering, sales, and product marketing teams to ensure that VMware is delivering overall superior service and support to our customers. You will also be responsible for several ongoing programs/projects and initiatives within the greater organization. A large component of the position will require a focus on making VMware a great place to work.

•             First steps in this role will be to upskill on Global support processes and products, to understand how the technology works, and the workings of our support operations.  

•             Once achieved, you will support building relationships with staff, customers, Partners, and stakeholders at all levels, including engineering, sales, and product marketing teams. 

•             When you have a good grasp of the processes, people, and product, you are responsible for several ongoing programs/projects and initiatives within the greater organization.  An ability to innovate, adapt, and execute in a dynamic environment with clear leadership skills at a senior level will be key to your success in this role. 
 

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

As a Technical Support Manager, you will work closely with our Executive Support Leadership team including Sr. Managers of Technical Support, Director of Technical Support, and the VP of Global Support Services, Engineering, Sales, and Product Marketing teams to ensure that VMware delivers overall superior service and support to our cloud customers. 

  In this role you will: 

Accountable for all aspects of VMware’s engagement with our customers and key internal stakeholders, primarily focused on VMware’s Network products. Responsible for Key metrics’ such as CSAT, SLO and support request average time to resolution. 

General management and motivation of 10-15 technical support engineers, including hiring, management, and professional development of support engineering staff.   

Innovate, Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow, incident management, and telephony.  

Work with VMware’s sales teams and key stakeholders to establish requirements for the enhancement of existing support programs and/or establishment of new ones.  

Work with VMware’s engineering team and other cross-functional teams to implement formal feedback mechanisms for incidents, causes, and resolutions where required.

Work in an environment of trust, on-going development, where you are empowered to develop and achieve success, surrounded and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success.

What is the leadership like for this role? What is the structure and culture of the team like?

The hiring manager for this role is a part of several Senior leaders in the VCF Support organization with multiple years of experience in customer-facing roles. The team is proud of the unique model within Support that emphasizes collaboration, transparency, and career growth. Additionally, we believe that open and respectful communication between peers and managers establishes a great culture that attracts diversity and promotes inclusion. In this role, expect to be challenged occasionally to bring your best, and your efforts will be widely acknowledged and rewarded. The selected candidate will be reporting to one of the Senior Technical Support Manager. The core team comprises managers, supervisors and engineers at different levels (L2 and L3, L4) supporting NSX, HCX, VCF products. The team is part of North America’s support structure and demonstrates work flexibility to ensure we meet customers’ contractual requirements. This position is for North American hours of support and includes weekend work.

Requirements:

Bachelor’s degree plus 8+ years of related experience. Relevant years of experience in lieu of a degree may be considered. 

Note:

This is a full-time in-office position at the posted locations. 

This position is for North American business hours and includes weekend working.

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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