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AV Technical Support Manager

1 month ago

Atlanta, Georgia, United States Haivision MCS Full time
Job Title: AV Technical Support Manager

The AV Technical Support Manager is a critical role within Haivision MCS, responsible for ensuring the delivery of exceptional support to our customers. This position oversees the day-to-day activities and priorities of a team of technical support engineers, providing guidance and support to resolve complex technical issues.

Key Responsibilities:
  • Lead a team of technical support engineers, providing coaching, training, and performance management.
  • Develop and implement support processes and metrics to drive team performance and customer satisfaction.
  • Collaborate with cross-functional teams, including customer success, professional services, and sales, to prioritize and resolve customer cases.
  • Manage the technical support team's lab environments, ensuring they are equipped to diagnose and resolve complex technical issues.
  • Produce regular support metrics reports, highlighting key performance indicators and areas for improvement.
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, with a minimum of five years managing a technical support team.
  • Proven history of directly supporting customer relationships in technical applications.
  • 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 technical knowledge of audiovisual products and infrastructure.
  • Strong understanding of networking as it pertains to AV.
  • Knowledge of analog and digital audiovisual standards and compression technologies, such as 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.
  • 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%.