Technical Support Manager

The Technical Support Manager (TSM) is responsible for ensuring the delivery of first-class support to Haivision MCS’ customers. The TSM oversees the day-to-day activities and priorities of a team of 3-5 Technical Support Engineers at varying tier levels and is also expected to respond directly to tickets when the volume of cases is high. The TSM will also manage escalations and intervene in complex technical issues.

The TSM must act as a role model for his team and is responsible for meeting on a regular basis with each employee and providing each of them with constructive feedback. The Support Manager must also keep his team informed of all new information related to products, procedures, and trends.

Responsibilities:

Responsible for the hiring, training, scheduling, coaching, and disciplining of team members. Set clear expectations and drive accountability and ownership
Conduct regular one-on-one meetings with direct reports to proactively address issues and provide guidance and support for resolving outstanding cases
Lead a weekly case review meeting of open cases, escalate cases as required, and provide updates to impacted departments (Sales or other). Ensure case information is accurate and up-to-date.
Work with the Customer Success, Professional Services, and Sales teams to prioritize cases assigned
Assign cases to team members and ensure cases are resolved with the prescribed timeframes and in accordance with approved processes
Triage CSC/JIRA tickets submitted by the support team. Ensure submitted tickets are completed properly and comments are answered in a timely manner.
Assist in developing Support operations processes and metrics and demonstrate a management strategy that aligns with the department and company goals
Produce monthly support metrics report
Ensure established performance metrics are met and proactively address deficits
Diagnose, update, and fix customer issues remotely or onsite along with providing phone, email support and guidance
Reproduce reported customer issues, mimic customer environments, perform stability and bug testing, etc
Monitor customer cases to identify systemic issues, trends, and customer/product experience issue patterns
Manage the Technical Support team’s lab environments

Qualifications and Skills:

University degree in Computer Science, Software Engineering or equivalent combination of technical training and work experience
Minimum of ten years of experience in a Support environment in a technology-based company with a minimum of five years managing a Technical Support, Customer Success, or Professional Services team
A proven history of directly supporting customer relationships in technical applications
Experience with Linux CLI administration, windows administration, and networking administration principles and practices
Hands-on expertise with UDP, TCP, RTP and other video protocols
Solid understanding of Real-time transport protocols such as RTP, MPEG2-TS, RTMP, HLS and HDS, and Session protocols such as SIP and STSP
Senior level of technical knowledge on audio visual products and infrastructure
Strong understanding of networking as it pertains to AV
Knowledge of analog and digital audiovisual standards and compression technologies like MPEG-2, MPEG-4/H.264 and HEVC
Experience using various network troubleshooting tools such as Wireshark, Traceroute, Netstat, Nslookup, etc
Must have excellent English verbal and written communication skills
Strong customer service skills are essential
Strong trouble-shooting and diagnostic skills
Self-starter with ability to work with minimal supervision and the desire to thrive in a fast-paced environment
Adaptability and flexibility to change and openness to learning new skills as required
Attention to detail and accuracy
Ability to travel 10-15%

Haivision MCS jobs

AV, Technical Support Manager