Technical Support Manager
4 days ago
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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