Technical Support Manager

2 weeks ago

charlotte, United States FanConnect Full time

Are you passionate about sports and technology, with a knack for solving complex problems? FanConnect, a leader in IPTV and digital signage solutions for the sports industry, is looking for a Technical Support Manager to drive excellence in client support and technical implementations.


Position Overview

As the Technical Support Manager, you’ll lead our support team and act as the management liaison for customer escalations. Your focus will be on maintaining a high standard of service, solving complex technical challenges, and collaborating closely with our engineering team. This position requires excellent technical troubleshooting, communication, and leadership skills, along with an enthusiasm for sports. Occasional travel may be required.


Key Responsibilities

  • Support Management: Oversee support staff and ticketing system, ensuring prompt and effective service for our clients.
  • Client & Stakeholder Communication: Serve as the management liaison for customer escalations, keeping clients informed of progress and resolutions. Set expectations and provide clear, regular updates.
  • Assist with Complex Customer Implementations: Work closely with clients to support successful deployment of our solutions, ensuring technical requirements are met and troubleshooting any issues that arise.
  • Deep Dive Troubleshooting: Collaborate with the engineering team on advanced troubleshooting and root cause analysis to resolve technical issues and prevent future incidents.
  • Hardware Development & Quality Assurance: Assist in testing and quality assurance for new hardware and software, and support initiatives for system improvements and growth.
  • Shift & On-Call Commitment: Participate in a rotating on-call schedule outside of standard business hours to support critical client needs.
  • Process Improvement: Embrace challenges, learn from mistakes, and continuously improve support processes for optimal efficiency and effectiveness.


Required Qualifications

  • Experience: 5+ years in a technical support management role for complex, customer-facing systems. Experience with SaaS, IPTV, digital signage, and networking technologies is a strong plus.
  • Leadership: Proven experience managing a technical support team, balancing priorities, and fostering team growth and productivity.
  • Technical Skills:
  • Background in Networking, IT, & Audio-Visual systems
  • Experience with Android and Linux
  • Experience with Digital Signage, Media players, and CMS software
  • Knowledge in video compression and encoding, and streaming protocols is highly beneficial
  • Communication & Interpersonal Skills: Outstanding ability to engage with all levels of stakeholders, from entry-level users to C-suite executives.
  • Organizational Skills: Ability to juggle, prioritize, and deliver on multiple tasks, with a commitment to on-time resolution and quality.
  • Technology Enthusiasm: Passion for problem-solving and continuous learning.

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