Actus Support TL

Hackensack, NJ - USA

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Key Responsibilities

Team Leadership & Development: Lead mentor and manage a team of support engineers worldwide conducting regular performance reviews setting development goals and promoting knowledge sharing through training sessions and cross-functional collaborations.
Customer Support Oversight: Guide the team in resolving escalated technical issues for customers ensuring timely responses (e.g. within SLAs) and root-cause analysis for problems related to server deployments (customer or company-provided) networking configurations video encoding/decoding and broadcasting protocols like RTMP HLS or WebRTC.
Technical Troubleshooting: Provide expert-level support on software integration network diagnostics and video pipeline issues collaborating with engineering teams to escalate and resolve bugs or feature requests.
Process Improvement: Develop and refine support workflows documentation and tools to streamline operations including creating playbooks for common scenarios in video streaming and server management.
Stakeholder Communication: Act as the primary point of contact for key customers and internal teams delivering clear updates on issue resolutions and support metrics (e.g. resolution times feedback improvements).
Metrics & Reporting: Track team performance using KPIs like ticket volume resolution rates and customer feedback presenting insights to leadership to inform product and support strategy.

Location: Remote or Hybrid based on location our offices located in Hackensack New Jersey

Requirements:

Bachelors degree in Computer Science Information Technology or a related field (or equivalent experience).
5 years of experience in technical support with at least 2 years in a leadership or supervisory role managing remote/distributed teams.
Strong expertise in networking fundamentals (e.g. TCP/IP firewalls VPNs load balancing) and server administration (e.g. Linux/Windows cloud/on-prem deployments).
In-depth knowledge of video technologies (e.g. codecs like H.264/H.265 streaming pipelines) and broadcasting protocols (e.g. RTSP SRT).
Proven track record in customer-facing support including de-escalating complex issues and translating technical concepts for non-technical stakeholders.
Proficiency in software troubleshooting tools (e.g. Wireshark FFmpeg debugging IDEs) and ticketing/CRM systems (e.g. Zendesk Salesforce).
Excellent communication skills with the ability to collaborate across cultures and time zones.
Strong ability to work in a fast-paced high-growth and highly dynamic environment.

Key ResponsibilitiesTeam Leadership & Development: Lead mentor and manage a team of support engineers worldwide conducting regular performance reviews setting development goals and promoting knowledge sharing through training sessions and cross-functional collaborations.Customer Support Oversight: G...

Key Responsibilities

Team Leadership & Development: Lead mentor and manage a team of support engineers worldwide conducting regular performance reviews setting development goals and promoting knowledge sharing through training sessions and cross-functional collaborations.
Customer Support Oversight: Guide the team in resolving escalated technical issues for customers ensuring timely responses (e.g. within SLAs) and root-cause analysis for problems related to server deployments (customer or company-provided) networking configurations video encoding/decoding and broadcasting protocols like RTMP HLS or WebRTC.
Technical Troubleshooting: Provide expert-level support on software integration network diagnostics and video pipeline issues collaborating with engineering teams to escalate and resolve bugs or feature requests.
Process Improvement: Develop and refine support workflows documentation and tools to streamline operations including creating playbooks for common scenarios in video streaming and server management.
Stakeholder Communication: Act as the primary point of contact for key customers and internal teams delivering clear updates on issue resolutions and support metrics (e.g. resolution times feedback improvements).
Metrics & Reporting: Track team performance using KPIs like ticket volume resolution rates and customer feedback presenting insights to leadership to inform product and support strategy.

Location: Remote or Hybrid based on location our offices located in Hackensack New Jersey

Requirements:

Bachelors degree in Computer Science Information Technology or a related field (or equivalent experience).
5 years of experience in technical support with at least 2 years in a leadership or supervisory role managing remote/distributed teams.
Strong expertise in networking fundamentals (e.g. TCP/IP firewalls VPNs load balancing) and server administration (e.g. Linux/Windows cloud/on-prem deployments).
In-depth knowledge of video technologies (e.g. codecs like H.264/H.265 streaming pipelines) and broadcasting protocols (e.g. RTSP SRT).
Proven track record in customer-facing support including de-escalating complex issues and translating technical concepts for non-technical stakeholders.
Proficiency in software troubleshooting tools (e.g. Wireshark FFmpeg debugging IDEs) and ticketing/CRM systems (e.g. Zendesk Salesforce).
Excellent communication skills with the ability to collaborate across cultures and time zones.
Strong ability to work in a fast-paced high-growth and highly dynamic environment.