Technical Support Manager

4 days ago

Atlanta, Georgia, United States Haivision MCS Full time

Job Summary:

The Technical Support Manager will oversee the day-to-day activities and priorities of a team of 3-5 Technical Support Engineers at varying tier levels. This role is responsible for ensuring the delivery of first-class support to Haivision MCS' customers.

Key Responsibilities:

  • Manage the hiring, training, scheduling, coaching, and disciplining of team members.
  • 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.
  • 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.
  • Assist in developing Support operations processes and metrics.
  • Produce monthly support metrics report.
  • Ensure established performance metrics are met and proactively address deficits.
  • Diagnose, update, and fix customer issues remotely or onsite.
  • Monitor customer cases to identify systemic issues, trends, and customer/product experience issue patterns.
  • Manage the Technical Support team's lab environments.

Requirements:

  • 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.
  • 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%.

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