Manager, Customer Technical Support, Resi

Resi • Colorado Springs, CO

430d • $76,500 - $92,647 • Hybrid

About The Position

The Technical Support Manager at Resi Media, LLC is responsible for leading and scaling the support team to accommodate significant customer growth. This role involves overseeing all support-related customer contact responsibilities, enhancing existing workflows, and fostering career development within the team. The ideal candidate will act as a Subject Matter Expert, providing escalated technical support and troubleshooting, particularly for high-profile clients. The position emphasizes creating a supportive culture that benefits both the company and its customers, requiring a deep understanding of Resi's product capabilities and technology.

Requirements

• Bachelor's degree in a technology-related area and at least 6 years of customer-facing experience in technical support in a professional setting.
• Professional experience managing teams preferred.
• 3 years experience with professional audio and video equipment, and AV production system design.
• 3 years professional experience working with IT, networking, computer hardware and software concepts.
• 3 years professional experience with the Linux Operating System, and web platforms such as Google Apps.
• SaaS working experience.
• Experience as a video engineer in a broadcast environment.
• Knowledge of video standards, formats, and interfaces.
• Experience with software related to the video and audio production industry, including ffmpeg and gstreamer.
• Familiarity with video compression codecs such as h.264 and HEVC, streaming technologies such as DASH and HLS, and container formats such as mp4 and mkv.
• CCNA or experience configuring and supporting IP networks with multiple VLANs and QOS.
• Working knowledge of network tools like Wireshark and What'sUp Gold.
• Excellent communication skills, including issue tracking, triaging, and escalations management.
• Team-oriented attitude with a willingness to serve others as your customers.

Nice To Haves

• Experience with CRM software (i.e. Salesforce).
• Expert understanding of customer service process.
• Experience in direct customer or client-facing roles.

Responsibilities

• Directly supervise and manage the Support staff, organizing and overseeing their schedules, work, and productivity.
• Coach, develop and train support team members to meet Support expectations and duties.
• Work with the Sr. Manager on maintaining support procedures, issue tracking, and trends.
• Be the primary player in platform improvement by keeping leadership informed.
• Assist the Sr. Manager with departmental strategic planning, targets and goals.
• Monitor trends for hardware, software and/or network issues related to customer support and coordinate efforts to resolve those issues.
• Work to consistently improve customer service experience for all end-users through regular follow-up with internal and external customers to gauge satisfaction with problem resolution.
• Analyze Technical Support situations and determine resources needed to solve them.
• Communicate with customers, take ownership of customer issues, and follow problems through to resolution.
• Work closely with Support and Engineering resources to define, reproduce and gather evidence for defects.
• Work across Support, Product and Engineering teams toward improvements to our products with the life of the customer in mind.
• Partner with the Sr. Manager of Support and other Customer Success Leaders to develop, execute new strategies, and refine processes to raise service and productivity results.
• Track team performance metrics to drive results toward team and company goals.
• Carry out regular 1:1's with technical representatives to be a coach and establish/track goals.
• Facilitate mid-year and annual performance reviews with technical representatives.
• Plan and lead regular Technical Support Team meetings.
• Work with HR/Recruiting and other leaders to interview and hire potential new staff as needed.
• Ensure high level responses to support inquiries through the established support channels.
• Monitor ticketing system.
• Participate in feature release meetings, bug escalation meetings, etc.
• Organize, tag, and track common issues to follow trends for escalation.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid holidays
• Paid parental leave
• Paid time off
• Parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Performing Arts, Spectator Sports, and Related Industries
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees