About this role
At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology.
Principal Customer Support Manager
Artisan Foundation IP Group, Cadence | Bangalore, Hyderabad or Noida
Role Summary
Lead end-to-end customer support for Artisan Physical IP products, including standard cells, embedded memories, GPIO and mixed-signal/foundation IP. Serve as the senior customer advocate and technical bridge between customers and Physical IP R&D, from issue intake and triage through solution evaluation, technical resolution, communication and verified closure. Partner across Engineering, Product Management, Quality, Operations, Sales and IT to protect customer commitments and convert recurring issues into scalable improvements.
Key Responsibilities
• Own case intake, prioritization, assignment, escalation, aging, resolution tracking, customer validation and closure for Physical IP product and delivery issues.
• Lead customer-facing technical reviews and complex escalations, clearly communicating the problem definition, investigation status, solution alternatives, risks, required actions and closure criteria.
• Act as the technical bridge between customers and Physical IP R&D, translating customer requirements and SoC integration issues into actionable engineering problems, evaluating alternative solutions and trade-offs, and driving the most appropriate path to resolution.
• Apply structured problem-solving and root-cause analysis to distinguish symptoms from underlying causes and develop practical containment, workaround and long-term corrective solutions.
• Drive technical issue qualification and reproduction by ensuring customer use conditions, SoC integration context, configuration data, reports, logs and test cases are sufficiently documented for effective investigation across engineering and partner teams.
• Establish support governance and review cadences; maintain dashboards covering responsiveness, time to containment and resolution, backlog aging, recurrence, reopened cases, corrective-action progress and customer impact.
• Translate support trends into product, collateral, documentation, training, knowledge-base, delivery-platform and process improvements.
• Partner with Artisan Product Management and Engineering on support readiness for new Physical IP products, foundry technologies, platform releases and delivery changes.
• Build reusable troubleshooting guides, FAQs and playbooks; coach teams on case ownership, escalation and customer communication; advance automation, self-service, analytics and AI-enabled support.
Required Qualifications
• Bachelor's or Master's degree in Electronics, Electrical Engineering, Computer Engineering or a related discipline.
• 10+ years in customer support, applications engineering, product engineering, technical program management or a related semiconductor/EDA customer-facing role.
• Working knowledge of the Physical IP lifecycle, including development, characterization, qualification, release and secure customer delivery, together with a strong understanding of Physical IP integration into SoC implementation flows.
• Strong technical problem-solving skills, with the ability to analyze complex customer issues, develop and evaluate alternative solutions and trade-offs, and communicate recommendations clearly to customers and R&D teams.
• Experience leading complex customer escalations and coordinating technical resolution across distributed engineering and business teams.
• Ability to establish operating processes, service metrics, management reporting and accountability without direct authority.
• Excellent analytical, prioritization and executive communication skills, with the ability to explain complex technical issues clearly.
Preferred Qualifications
• Experience supporting standard cells, embedded memories, GPIO, mixed-signal IP or related foundation IP in foundry and advanced-node environments.
• Familiarity with PDKs, product collateral, customer portals, entitlement/access workflows, licensing, secure data delivery and issue-management systems.
• Experience with Jira, Salesforce or similar case-management tools, plus Power BI, advanced Excel, Confluence, automation or AI-enabled workflows.
Critical Success Factors
Customer advocacy with balanced technical and business judgment | Structured problem-solving and solution orientation | Effective customer-to-R&D translation | Calm leadership during high-impact escalations | Ownership through verified closure | Clear, concise communication | Scalable support capability rather than individual heroics