Technical Support Manager

Atlanta, GA
Permanent, Full-Time

Job Summary:

The Technical Support Manager (TSM) is responsible for ensuring the delivery of first-class technical support to Haivision customers in the operations center market. This role is both managerial and hands-on: The TSM oversees the day-to-day activities and priorities of a team of 3-5 Technical Support Engineers and is also expected to assist with product issue troubleshooting, systems analysis, health checks, optimization, upgrades, and general workflow consulting involving hardware and/or software.

The TSM is also responsible for managing customer escalations and intervening in complex technical issues as well as collaborate with other teams such as Sales, Product Management and Development to advocate for customer’s workflows and ecosystems.

The Technical Support Manager must act as a role model for their team and ensure the team is informed of all new information related to products, procedures, and trends.

Only candidates with a solid working knowledge of Windows operating systems and experience with video wall ecosystems and/or IP video distribution technologies will be considered.

**This position requires participation in rotational, on-call or after-hours shifts (compensated).

**Must be open to domestic and international travel (up to 50%).

Managerial Responsibilities:

  • Responsible for the hiring, training, scheduling, coaching, and disciplining of team members. Set clear expectations and drive accountability and ownership within the team.
  • Lead team meetings such as standups, case review, etc; Document meeting minutes, assign tasks and share updates with stakeholders as needed.
  • Manage customer escalations internally and externally, organize escalation meetings, and collaborate with customer and/or internal teams to ensure timely resolution of customer escalations.
  • Review and prioritize support cases assigned to the team.
  • Ensure cases are triaged and resolved within the defined support SLAs and in accordance with approved processes.
  • Understand support processes and metrics; demonstrate a management strategy that aligns with the department and company goals.
  • Ensure established performance metrics are met and proactively address deficits.
  • Provide feedback to improve existing support processes and assist with defining and implementing new support processes.

Individual Contributor Responsibilities:

  • Respond to incoming customer calls, chats, support portal generated support tickets.
  • Gather initial info such as customer use case, software versions, logs, network topology, etc. to properly triage and expedite resolving the customer issue.
  • Assist customers with troubleshooting, systems analysis, health checks, optimization, upgrades, and general workflow consulting involving hardware and/or software.
  • Ensure customer reported issues are resolved in a timely manner to ensure customer satisfaction
  • Diagnose and resolve customer issues remotely via SSH, RDP, or other remote access protocols, along with providing phone, email support and guidance.
  • Reproduce reported customer issues, mimic customer environments, perform stability and bug testing, etc.
  • Document all interactions with customers in Salesforce Service Cloud to maintain accurate case and customer information.
  • Create internal and external knowledge base articles based on case resolution.
  • Act as a Subject Matter Expert for Haivision’s video wall technology and solutions.
  • Participate in rotational, on-call shifts to provide 24/7 support coverage.
  • Provide onsite customer support as required.
  • Complete other duties as required.

Skills and Qualifications

  • Minimum of 5 years of experience working in, and managing, a technical support team at a technology-based company.
  • University degree in Computer Science, Software Engineering or equivalent combination of technical training and work experience.
  • Expert knowledge of Windows operating systems.
  • Strong understanding of AV Workflows, AV Networking, System Administration, and backend AV systems.
  • Knowledge of video wall ecosystems, LAN/WAN video distribution technologies, IP video systems, and troubleshooting these environments.
  • Knowledge of video streaming protocols such as SRT, UDP, RTP and others.
  • Understanding of Real-time transport protocols such as RTP, MPEG2-TS, RTMP, HLS and HDS, and Session protocols such as SIP and RTSP.
  • 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.
  • Must have excellent English verbal and written communication skills.
  • Strong customer service skills are essential.
  • Strong trouble-shooting and diagnostic skills.
  • Self-starter with ability to work with minimal supervision and the desire to thrive in a fast-paced environment.
  • Adaptability and flexibility to change and openness to learn new skills as required.
  • Attention to detail and accuracy.

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