Manager, Technical Support

About the Role

Are you passionate about working directly with customers and immediately impacting their success? Are you driven by solving technical questions and issues? We are looking for someone who is passionate about providing efficient and accurate technical assistance to our growing customer base of online video publishers. The right candidate is a highly motivated person with experience managing global technical support teams in a customer-facing role. Candidates must have an experienced technical background, a working understanding of web-based technologies, and enthusiasm for customer success.

This is a Global team, so this role will interact closely with support offices in the US, Guadalajara, London, Sydney, Chennai and Japan, as well as with customers worldwide. Working for this organization will give you a unique opportunity to join a fast-growing company and play an integral role in building products and online services that promise to transform the media industry and change the way people all over the world watch videos.


Job Responsibilities

People Management
Manage 6+ technical customer service engineers in a multilingual environment.
Create a team culture and environment that is customer and employee-focused.
Understand the team and individual’s technical needs by providing regular coaching, mentoring & constructive feedback.
Develop all levels of employees within our organisation to ensure successful succession planning by setting and tracking development goals and implementing PIP (Performance Improvement Plans) when performance issues are identified. Follow a people-first approach to ensure this.
Participate as an evaluator of soft & technical skills to support the hiring and interviewing processes.

Response Management, Product & Process Improvement
Act as a Technical Incident Manager for infrastructure and services outages on large-scale cloud applications (AWS), in-house applications, and local bugs.
Drive continuous process improvements/initiatives to increase productivity, improve customer satisfaction (CSAT) and consistently meet business KPIs.
Represent the customer to internal stakeholders in our Product and Engineering teams and ensure that our product and documentation reflect our customers’ needs.
Participate in global reviews of the organisational tools, performance, and policies and procedures to ensure continuous improvements and standardisation across sites globally.
Establish and assure adherence to budgets, schedules, work plans and performance requirements.

Reporting & Communication
Interact with senior management and executives concerning cross-functional areas and responsibilities.
Clearly communicate updates on performance against targets and objectives to senior management and executives.

Requirements