Senior Technical Support Manager

Job Summary

A company is looking for a Sr Manager Technical Support.

Key Responsibilities

• Lead and mentor a global team of technical support professionals, ensuring 24/7 coverage
• Manage customer escalations and maintain ownership of select support cases to enhance customer experience
• Collaborate with internal teams to improve processes and performance based on support data and customer feedback

Required Qualifications

• Experience leading technical support or service desk teams in a software or SaaS environment
• Strong background in service level-based support and global team management
• Comfortable managing remote teams and working with offshore colleagues
• Experience with Wowza products or streaming media is a bonus
• Proven ability to adapt in a fast-paced environment