AV Technical Support Director

4 weeks ago

Atlanta, Georgia, United States Haivision MCS Full time
Technical Support Manager

The Technical Support Manager (TSM) plays a pivotal role in ensuring the delivery of exceptional support to Haivision MCS' customers. This individual oversees the day-to-day activities and priorities of a team of 3-5 Technical Support Engineers at varying tier levels, while also directly responding to tickets during high-volume periods.

The TSM is responsible for managing escalations and intervening in complex technical issues. As a role model for the team, they must meet regularly with each employee, providing constructive feedback and ensuring each team member is informed of new information related to products, procedures, and trends.

Key Responsibilities:
  • Lead the hiring, training, scheduling, coaching, and disciplining of team members, setting clear expectations and driving accountability and ownership.
  • 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 to discuss open cases, escalate as required, and provide updates to impacted departments (Sales or other). Ensure case information is accurate and up-to-date.
  • Collaborate with the Customer Success, Professional Services, and Sales teams to prioritize cases assigned.
  • Assign cases to team members and ensure cases are resolved within prescribed timeframes and in accordance with approved processes.
  • Triage CSC/JIRA tickets submitted by the support team, ensuring submitted tickets are completed properly and comments are answered in a timely manner.
  • Assist in developing Support operations processes and metrics, demonstrating a management strategy that aligns with the department and company goals.
  • Produce monthly support metrics reports.
  • Ensure established performance metrics are met and proactively address deficits.
  • Diagnose, update, and fix customer issues remotely or onsite, providing phone and email support and guidance.
  • Reproduce reported customer issues, mimic customer environments, perform stability and bug testing, etc.
  • Monitor customer cases to identify systemic issues, trends, and customer/product experience issue patterns.
  • Manage the Technical Support team's lab environments.
Qualifications and Skills:
  • 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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