Technical Support Manager- IoT Division

Company Description

VANTIVA, headquartered in Paris, France and formerly known as Technicolor, is a global technology leader in designing, developing and supplying innovative products and solutions that connect consumers around the world to the content and services they love – whether at home, at work or in other smart spaces.

VANTIVA has also earned a solid reputation for optimizing supply chain performance by leveraging its decades-long expertise in high-precision manufacturing, logistics, fulfillment and distribution.

With operations throughout the Americas, Asia Pacific and EMEA, VANTIVA is recognized as a strategic partner by leading firms across various vertical industries, including network service providers, software companies and video game creators for over 25 years. Our relationships with the film and entertainment industry goes back over 100 years by providing end-to-end solutions for our clients.

VANTIVA is committed to the highest standards of corporate social responsibility and sustainability across all aspects of their operations. For more information, please visit and follow us on LinkedIn and Twitter.

Job Description

Key responsibilities:

• Provide post-sales deployment technical support of Vantiva's end-to-end Smart Spaces solution.
• Deliver expert hands-on technical assistance and troubleshooting for hardware and software issues.
• Ensure responsiveness and first-time resolution to customers' requests for technical support through incoming tickets. Monitor support key performance metrics to ensure the team meets or exceeds the established targets (SLA).
• Develop and maintain a comprehensive knowledge base, technical documentation, and troubleshooting guides to empower customers and minimize repetitive inquires.
• Effectively communicate product requirements and feedback from the field back into engineering and product team to help drive solution technical requirements.
• Participate in pre-release testing and develop new product support and application expertise.
• Build the technical support team and structure to maximize success and efficiency.

Qualifications

• Bachelor's degree in engineering, or related field required, advanced degree a plus.
• At least 8 years of experience in end-to-end IoT solutions technical support.
• Experience in supporting the deployment of IoT solutions including hardware (gateways, hubs, IoT devices and sensors) and software (enterprise & mobile SaaS).
• Experience with networking protocols: Wi-Fi, TCP/IP, Zigbee, LoRaWAN.
• Experience with RESTful APIs.
• Experience with designing, configuring and maintaining CRM systems.
• Hands-on skill in test and software development a strong plus (e.g., scripting, DIY hobby projects (Raspberry Pi, Arduino, home automation, etc.).
• Strong ability to understand customers' pain points and be in customers' shoes.
• Excellent judgment and creative problem-solving skills in a highly competitive and always changing environment.
• Energetic, flexible and proactive team player with an ability to build collaborative relationships at every level of a company.
• Exceptional written, oral, interpersonal and presentation skills.
• Entrepreneurial mindset, a team player, and a great communicator.
• Ability to think outside the box with an innovative mindset.
• Ability to evolve in a multicultural organization.
• Driven to foster team progress and problem-solving.
• Ability and willingness to Inspire & Influence.

Additional Information

Significant travel to customer and partner sites: 50% of time

Location: Anywhere in the continental US.