Manager, Support Infrastructure

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

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.