Technical Support Manager

Are you ready to take your next steps in a leading manufacturer and provider of video networking and AV technology solutions in a key managerial role? As the Technical Support Manager, you will lead a team of technical support engineers overseeing cutting-edge and market leading mission-critical technology for control room and enterprise markets, whilst being responsible for driving day-to-day operations, efficient case resolution, team performance, and excellent customer satisfaction.

What you'll be doing:

• Lead a team of 3-5 technical support engineers, overseeing daily activities and ensuring alignment with business goals.
• Set expectations, drive accountability, and foster a collaborative and results-driven team culture.
• Hire, train, mentor, and evaluate team members, ensuring their professional growth and alignment with company objectives.
• Organize and lead team meetings, review cases, and assign tasks to maintain smooth team operations.
• Ensure that support cases are prioritized, triaged, and resolved within defined SLAs.
• Handle customer escalations and manage complex technical issues by collaborating with cross-functional teams.
• Coordinate escalation meetings, working directly with customers and internal teams to ensure timely resolution.
• Monitor team performance against key metrics, address any deficiencies, and implement continuous process improvements.
• Collaborate with internal departments (Sales, Product Management, Development) to advocate for customer needs and workflows.
• Participate in on-call rotation and assist in high-level technical troubleshooting as required.

What you'll bring to the role:

• At least 5 years of experience managing a technical support team in a technology-based company.
• Proven ability to hire, coach, and develop team members, manage escalations, and drive team performance in a fast-paced environment.
• Strong understanding of video wall ecosystems, IP video systems, LAN/WAN technologies, and AV networking.
• Proficient in Linux CLI & Windows administration, AV workflows, and backend systems.
• Hands-on experience with video streaming protocols (SRT, UDP, RTP) and real-time transport/session protocols (RTP, RTMP, HLS, MPEG2-TS).
• Familiarity with network troubleshooting tools such as Wireshark, Traceroute, NetStat, and Nslookup.
• Knowledge of analog/digital audiovisual standards, compression technologies (MPEG-2, MPEG-4/H.264, HEVC), and troubleshooting methodologies.
• Excellent verbal and written communication skills.

Note

This role may involve rotational on-call shifts and up to 10-15% travel.