Siemens EDA is looking for a seasoned Manager, Support Infrastructure to be at the intersection of infrastructure, customer experience, and AI-powered innovation. If you're a natural connector, a sharp communicator, and you've got a flair for turning complexity into clarity, this might be your new favorite challenge. You'll report directly to the Vice President of Siemens EDA Global Support, serving as a strategic operator and program driver across our key support infrastructure platforms. Think of yourself as a translator, negotiator, diplomat, strategist - and occasionally, magician.
What You'll Do
- Help deliver amazing customer experiences through empowering the customer support teams with their infrastructure needs
- Coordinate between internal infrastructure teams, support managers, and developers to collect, aggregate, and prioritize support system requests - ensuring the right issues get the right attention, at the right time.
- Represent the EDA business in internal infrastructure forums. Advocate for improvements, push for bug fixes, and help teams across Siemens understand why your requests should rise to the top of the queue.
- Champion the future: Define and drive AI-powered usage models within our platforms - whether it's for customer support, content generation, data translation, or smarter ways to surface insights. You'll help turn buzzwords into business value.
- Show off the goods: Evangelize new portal features to both internal teams and customers. Collect feedback on what works well and common pain points. You'll lead update presentations that are informative and concise
- Keep the trains running: Lead operational reviews with a wide range of stakeholders - including our internal Support Analytics teams. You'll drive visibility, accountability, and improvement across key performance indicators like: Support case management, Content engagement and Outreach efforts
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What You Bring
- Strong experience in Customer Support environments, processes and tools
- Ideally 7-10 years in program or project management with a focus on customer support systems, or platform operations.
- Customer Support Savvy: Experience working with support platforms such as Salesforce, Zendesk, or ServiceNow. You understand what happens when a case is opened - and how to make it a smoother ride for everyone.
- Multilingual in Business & Tech: You speak fluent support ops, infrastructure, and executive summary. You can translate pain points into priorities and roadmap items into delivery goals.
- AI-Curious: You're familiar with the potential of AI/ML in enhancing user experiences, analytics, and automation. You know what's hype - and what's helpful.
- Presentation Zen: You know how to make a slide deck sing (or at least not snore).
- Organized Yet Agile: You juggle stakeholders, deadlines, and shifting priorities like it's your superpower.
- Persuasive Influencing Skills: You don't have formal authority over everyone - but you sure know how to get alignment, build consensus, and tactfully convince people to do the right thing (often before they even realize it was their idea).
- Data Wrangling Resilience: You're comfortable dealing with messy, inconsistent, "where-did-this-even-come-from" data. Cleaning, normalizing, reconciling, and structuring dirty data sets doesn't scare you - it excites you (well, most of the time).
Preferred Experience
- Python for People Problems: Comfortable using Python (e.g., Pandas, NumPy, Matplotlib) for quick-turn data analysis and insights.
- Excel Wizardry: Pro-level pivot tables, VLOOKUPs, conditional formatting, and enough formula knowledge to impress even the most hardened spreadsheet skeptics.
- Salesforce Smarts: Understanding of Salesforce development, including Apex, Lightning Components, Flows, custom objects, and the Salesforce data model.
- Dashboarding Deftness: Experience with visualization tools like Tableau, Power BI, or native Salesforce Dashboards. Bonus points for making dashboards that don't require a decoder ring.
- Support Systems Fluency: You know how customer support works from the inside. You've optimized workflows, cleaned up queues, and lived to tell the tale.
Why Join Us?
At Siemens EDA, we don't just keep the lights on - we upgrade the whole power grid. You'll be joining a collaborative team that values ownership, innovation, and the occasional dry joke. You'll get the autonomy to lead, the support to succeed, and the visibility to make a real impact - right up to the executive levels
Why us?
Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.
A collection of over 377,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow!
Siemens Software. Transform the Everyday with Us
The total cash compensation range for this position is $142,800 to $285,600 with 10% of this being comprised of an annual incentive target. If you reside in the San Francisco Bay Area the total cash compensation range for this position is $162,100 to $308,000 with 10% of this being comprised of an annual incentive target.The actual compensation offered is based on the successful candidate's work location as well as additional factors, including job-related skills, experience, and relevant education/training. Siemens offers a variety of health and wellness benefits to employees. Details regarding our benefits can be found here: www.benefitsquickstart.com In addition, this position is eligible for time off in accordance with Company policies, including paid sick leave paid parental leave, PTO (for non-exempt employees) or non-accrued flexible vacation (for exempt employees).
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