Are you ready to take your next steps in a leading manufacturer and provider of video networking and AV technology solutions in a key managerial role? As the Technical Support Manager, you will lead a team of technical support engineers overseeing cutting-edge and market leading mission-critical technology for control room and enterprise markets, whilst being responsible for driving day-to-day operations, efficient case resolution, team performance, and excellent customer satisfaction.
What you'll be doing:
Lead a team of 3-5 technical support engineers, overseeing daily activities and ensuring alignment with business goals.
Set expectations, drive accountability, and foster a collaborative and results-driven team culture.
Hire, train, mentor, and evaluate team members, ensuring their professional growth and alignment with company objectives.
Organize and lead team meetings, review cases, and assign tasks to maintain smooth team operations.
Ensure that support cases are prioritized, triaged, and resolved within defined SLAs.
Handle customer escalations and manage complex technical issues by collaborating with cross-functional teams.
Coordinate escalation meetings, working directly with customers and internal teams to ensure timely resolution.
Monitor team performance against key metrics, address any deficiencies, and implement continuous process improvements.
Collaborate with internal departments (Sales, Product Management, Development) to advocate for customer needs and workflows.
Participate in on-call rotation and assist in high-level technical troubleshooting as required.
What you'll bring to the role:
At least 5 years of experience managing a technical support team in a technology-based company.
Proven ability to hire, coach, and develop team members, manage escalations, and drive team performance in a fast-paced environment.
Strong understanding of video wall ecosystems, IP video systems, LAN/WAN technologies, and AV networking.
Proficient in Linux CLI & Windows administration, AV workflows, and backend systems.
Hands-on experience with video streaming protocols (SRT, UDP, RTP) and real-time transport/session protocols (RTP, RTMP, HLS, MPEG2-TS).
Familiarity with network troubleshooting tools such as Wireshark, Traceroute, NetStat, and Nslookup.
Knowledge of analog/digital audiovisual standards, compression technologies (MPEG-2, MPEG-4/H.264, HEVC), and troubleshooting methodologies.
Excellent verbal and written communication skills.
Note: This role may involve rotational on-call shifts and up to 10-15% travel.