Manager, Customer Technical Support, Resi
About the position
Responsibilities
• Directly supervise and manage the Support staff, organizing and overseeing their schedules, work, and productivity.
• Coach, develop and train support team members to meet Support expectations and duties.
• Work with the Sr. Manager on maintaining support procedures, issue tracking, and trends.
• Be the primary player in platform improvement by keeping leadership informed.
• Assist the Sr. Manager with departmental strategic planning, targets and goals.
• Monitor trends for hardware, software and/or network issues related to customer support and coordinate efforts to resolve those issues.
• Work to consistently improve customer service experience for all end-users through regular follow-up with internal and external customers to gauge satisfaction with problem resolution.
• Analyze Technical Support situations and determine resources needed to solve them.
• Communicate with customers, take ownership of customer issues, and follow problems through to resolution.
• Work closely with Support and Engineering resources to define, reproduce and gather evidence for defects.
• Work across Support, Product and Engineering teams toward improvements to our products with the life of the customer in mind.
• Partner with the Sr. Manager of Support and other Customer Success Leaders to develop, execute new strategies, and refine processes to raise service and productivity results.
• Track team performance metrics to drive results toward team and company goals.
• Carry out regular 1:1's with technical representatives to be a coach and establish/track goals.
• Facilitate mid-year and annual performance reviews with technical representatives.
• Plan and lead regular Technical Support Team meetings.
• Work with HR/Recruiting and other leaders to interview and hire potential new staff as needed.
• Ensure high level responses to support inquiries through the established support channels.
• Monitor ticketing system.
• Participate in feature release meetings, bug escalation meetings, etc.
• Organize, tag, and track common issues to follow trends for escalation.
Requirements
• Bachelor's degree in a technology-related area and at least 6 years of customer-facing experience in technical support in a professional setting.
• Professional experience managing teams preferred.
• 3 years experience with professional audio and video equipment, and AV production system design.
• 3 years professional experience working with IT, networking, computer hardware and software concepts.
• 3 years professional experience with the Linux Operating System, and web platforms such as Google Apps.
• SaaS working experience.
• Experience as a video engineer in a broadcast environment.
• Knowledge of video standards, formats, and interfaces.
• Experience with software related to the video and audio production industry, including ffmpeg and gstreamer.
• Familiarity with video compression codecs such as h.264 and HEVC, streaming technologies such as DASH and HLS, and container formats such as mp4 and mkv.
• CCNA or experience configuring and supporting IP networks with multiple VLANs and QOS.
• Working knowledge of network tools like Wireshark and What'sUp Gold.
• Excellent communication skills, including issue tracking, triaging, and escalations management.
• Team-oriented attitude with a willingness to serve others as your customers.
Nice-to-haves
• Experience with CRM software (i.e. Salesforce).
• Expert understanding of customer service process.
• Experience in direct customer or client-facing roles.
Benefits
• 401(k) matching
• Dental insurance
• Health insurance
• Paid holidays
• Paid parental leave
• Paid time off
• Parental leave
Apply Now
Apply Now
Responsibilities
• Directly supervise and manage the Support staff, organizing and overseeing their schedules, work, and productivity.
• Coach, develop and train support team members to meet Support expectations and duties.
• Work with the Sr. Manager on maintaining support procedures, issue tracking, and trends.
• Be the primary player in platform improvement by keeping leadership informed.
• Assist the Sr. Manager with departmental strategic planning, targets and goals.
• Monitor trends for hardware, software and/or network issues related to customer support and coordinate efforts to resolve those issues.
• Work to consistently improve customer service experience for all end-users through regular follow-up with internal and external customers to gauge satisfaction with problem resolution.
• Analyze Technical Support situations and determine resources needed to solve them.
• Communicate with customers, take ownership of customer issues, and follow problems through to resolution.
• Work closely with Support and Engineering resources to define, reproduce and gather evidence for defects.
• Work across Support, Product and Engineering teams toward improvements to our products with the life of the customer in mind.
• Partner with the Sr. Manager of Support and other Customer Success Leaders to develop, execute new strategies, and refine processes to raise service and productivity results.
• Track team performance metrics to drive results toward team and company goals.
• Carry out regular 1:1's with technical representatives to be a coach and establish/track goals.
• Facilitate mid-year and annual performance reviews with technical representatives.
• Plan and lead regular Technical Support Team meetings.
• Work with HR/Recruiting and other leaders to interview and hire potential new staff as needed.
• Ensure high level responses to support inquiries through the established support channels.
• Monitor ticketing system.
• Participate in feature release meetings, bug escalation meetings, etc.
• Organize, tag, and track common issues to follow trends for escalation.
Requirements
• Bachelor's degree in a technology-related area and at least 6 years of customer-facing experience in technical support in a professional setting.
• Professional experience managing teams preferred.
• 3 years experience with professional audio and video equipment, and AV production system design.
• 3 years professional experience working with IT, networking, computer hardware and software concepts.
• 3 years professional experience with the Linux Operating System, and web platforms such as Google Apps.
• SaaS working experience.
• Experience as a video engineer in a broadcast environment.
• Knowledge of video standards, formats, and interfaces.
• Experience with software related to the video and audio production industry, including ffmpeg and gstreamer.
• Familiarity with video compression codecs such as h.264 and HEVC, streaming technologies such as DASH and HLS, and container formats such as mp4 and mkv.
• CCNA or experience configuring and supporting IP networks with multiple VLANs and QOS.
• Working knowledge of network tools like Wireshark and What'sUp Gold.
• Excellent communication skills, including issue tracking, triaging, and escalations management.
• Team-oriented attitude with a willingness to serve others as your customers.
Nice-to-haves
• Experience with CRM software (i.e. Salesforce).
• Expert understanding of customer service process.
• Experience in direct customer or client-facing roles.
Benefits
• 401(k) matching
• Dental insurance
• Health insurance
• Paid holidays
• Paid parental leave
• Paid time off
• Parental leave
Apply Now
Apply Now