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AV, Technical Support Manager

2 months ago

atlanta, United States Haivision MCS Full time

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%