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 tot his job