About the position
The Technical Support Manager (TSM) at Haivision MCS is a pivotal role responsible for ensuring the delivery of exceptional support to our customers. The TSM will oversee the daily operations and priorities of a team of 3-5 Technical Support Engineers, who operate at various tier levels. In addition to managing the team, the TSM is expected to directly respond to support tickets during peak times, ensuring that customer issues are addressed promptly and effectively. This role requires a hands-on approach to managing escalations and intervening in complex technical issues, acting as a role model for the team and fostering a culture of excellence in customer service. The TSM will conduct regular one-on-one meetings with team members, providing constructive feedback and guidance to help them grow in their roles. Keeping the team informed about new product information, procedures, and industry trends is also a key responsibility. The TSM will lead weekly case review meetings, ensuring that all cases are accurately documented and escalated as necessary. Collaboration with other departments, such as Customer Success and Sales, is essential to prioritize and resolve customer cases effectively. In addition to managing the team, the TSM will be involved in developing support operations processes and metrics that align with the company's goals. This includes producing monthly support metrics reports and ensuring that performance metrics are met. The TSM will also be responsible for diagnosing and resolving customer issues, both remotely and onsite, while providing support via phone and email. Monitoring customer cases to identify trends and systemic issues will be crucial in enhancing the overall customer experience.
Responsibilities
- Oversee the day-to-day activities and priorities of a team of 3-5 Technical Support Engineers.
- Respond directly to support tickets when the volume of cases is high.
- Manage escalations and intervene in complex technical issues.
- Conduct regular one-on-one meetings with team members to provide constructive feedback.
- Lead weekly case review meetings and escalate cases as required.
- Ensure case information is accurate and up-to-date.
- Work with Customer Success, Professional Services, and Sales teams to prioritize cases.
- Assign cases to team members and ensure timely resolution according to approved processes.
- Triage CSC/JIRA tickets submitted by the support team.
- Assist in developing Support operations processes and metrics.
- Produce monthly support metrics report and ensure performance metrics are met.
- Diagnose, update, and fix customer issues remotely or onsite.
- Monitor customer cases to identify systemic issues and trends.
Requirements
- University degree in Computer Science, Software Engineering, or equivalent technical training and work experience.
- Minimum of ten years of experience in a Support environment in a technology-based company.
- At least five years managing a Technical Support, Customer Success, or Professional Services team.
- Proven history of directly supporting customer relationships in technical applications.
- Experience with Linux CLI administration, Windows administration, and networking administration principles.
- 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.
- 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 and troubleshooting abilities.
- Self-starter with the ability to work with minimal supervision.
- Adaptability and flexibility to change and openness to learning new skills.
- Attention to detail and accuracy.
Nice-to-haves
- Experience in a fast-paced environment.
- Familiarity with customer support software and ticketing systems.
Benefits
- Flexible schedule
- Competitive compensation
- Full benefits
- Ergonomic working stations
- Professional growth opportunities
- Comfortable work/life balance
