Technical Support Manager

4 days ago

Atlanta, Georgia, United States Haivision MCS Full time

Technical Support Manager

The Technical Support Manager at Haivision MCS is responsible for delivering exceptional support to our customers. This role oversees the daily activities and priorities of a team of technical support engineers, ensuring timely resolution of customer issues. The TSM will also manage escalations, intervene in complex technical issues, and act as a role model for the team.

Key Responsibilities:

  • Lead a team of technical support engineers, providing guidance and support to resolve customer cases
  • Conduct regular one-on-one meetings with direct reports to address issues and provide feedback
  • Lead a weekly case review meeting to discuss open cases, escalate as needed, and provide updates to impacted departments
  • Work with cross-functional teams to prioritize cases and ensure timely resolution
  • Assign cases to team members and ensure cases are resolved within prescribed timeframes
  • Triage customer tickets, ensuring proper completion and timely responses
  • Develop and maintain support operations processes and metrics, aligning with department and company goals
  • Produce monthly support metrics reports and ensure established performance metrics are met
  • Diagnose, update, and fix customer issues remotely or onsite, providing phone and email support

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 Linux CLI administration, windows administration, and networking administration principles and practices
  • Solid understanding of real-time transport protocols, such as RTP, MPEG2-TS, RTMP, HLS, and HDS, and session protocols like 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 like MPEG-2, MPEG-4/H.264, and HEVC
  • Experience using network troubleshooting tools like Wireshark, Traceroute, Netstat, Nslookup, etc.
  • Excellent English verbal and written communication skills
  • Strong customer service skills and trouble-shooting abilities
  • Self-starter with ability to work with minimal supervision and adaptability to change

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