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
We’re doing work that matters. Help us solve what others can’t.Skills Required
- Bachelor's or Master's degree in Electronics, Electrical Engineering, Computer Engineering, or a related discipline.
- 10+ years of experience 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.
- Strong understanding of Physical IP integration into SoC implementation flows.
- Strong technical problem-solving skills, including evaluating alternative solutions and trade-offs.
- 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.
- 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 and access workflows, licensing, secure data delivery, and issue-management systems.
- Experience with Jira, Salesforce or similar case-management tools, Power BI, advanced Excel, Confluence, automation, or AI-enabled workflows.
Cadence Design Systems Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cadence Design Systems and has not been reviewed or approved by Cadence Design Systems.
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Equity Value & Accessibility — A discounted ESPP with a lookback feature and equity included in total compensation make ownership broadly accessible and potentially meaningful. Structured compensation at an industry leader adds predictability to equity participation.
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Healthcare Strength — Medical, dental, and vision coverage are described as solid, with mental‑health/EAP and fertility support enhancing the offering. The breadth across core care and family‑building needs strengthens the healthcare package.
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Leave & Time Off Breadth — Global Recharge Days, volunteer time off, and companywide breaks indicate a comprehensive time‑off framework. In addition, many salaried roles are described as having flexible or generous PTO policies.
Cadence Design Systems Insights
What We Do
Cadence enables electronic systems and semiconductor companies to create the innovative end products that are transforming the way people live, work and play. Cadence® software, hardware and IP are used by customers to deliver products to market faster. The company's Intelligent System Design strategy helps customers develop differentiated products—from chips to boards to intelligent systems—in mobile, consumer, cloud, data center, automotive, aerospace, IoT, industrial and other market segments. Cadence is listed as one of Fortune Magazine's 100 Best Companies to Work For.
