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Manager, Support

Montréal, QC
Permanent, Full-Time

The Support Manager is responsible for Haivision’s customer support and to deliver customer service and technical solutions at a high-quality level and on time. The Support Manager is accountable for his/her team’s performance and KPIs.

Tasks and Responsibilities

  • Understand the basics of Support operations and demonstrate a management strategy that aligns with company goals.
  • Ability to troubleshoot hardware and software technical issues and provide solutions to customers that are easy to understand.
  • Review applications, conduct interviews, process new hire paperwork, provide on the job training and mentor new employees.
  • Manage customer relations by ensuring that Support operations run smoothly and efficiently in a 24/7 environment, including after-hours emergency support.
  • Ensure customers receive excellent and consistent service by monitoring customer cases to identify systemic issues, trends, and customer/product experience issue patterns.
  • Assist with task prioritization and effectively manage case workflow by following up on escalated cases.
  • Clarify Support procedures by providing System and Network expertise.
  • Monitor support metrics to ensure the Support team is meeting the performance expectation of the department.
  • Ensure that the Support department operates following the applicable ISO processes
  • Perform additional related duties as required.

Professional and Personal Requirements

  • Bachelor degree in a relevant field.
  • 4-6 years in customer facing support role.
  • Proven ability using metrics and KPI methodology to enhance team performance and efficiency.
  • Proficient knowledge of video encoding technology.
  • Excellent problem-solving skills.


  • Competitive base salary.
  • Free Parking.
  • Unlimited cappuccino!
  • Great work environment & other perks!

Or send your application to [email protected]

Application Form

You can also email us your application to [email protected]