Manager, Technical Support - Content Management
T
TelestreamDigital Media
Remote USFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years of experience in technical support, IT operations, or software support; 3+ years of direct people management experience
- Required Skills
- PostgreSQLElasticSearchMongoDBOracleRESTful APIsJSON
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent combination of education and experience)
- 7+ years of experience in technical support, IT operations, or software support, with progressively increasing scope and complexity
- 3+ years of direct people management experience leading technical teams, ideally in a global or multi-shift support environment
- A track record of building team culture, developing talent, and driving accountability
- Strong troubleshooting instincts and analytical skills, with the ability to triage complex, multi-system issues
- Excellent communication skills with the ability to engage credibly with both deeply technical engineers and executive stakeholders
- Proven ability to manage competing priorities, stay organized under pressure, and operate effectively with minimal direction
- Comfortable working in a fast-paced, evolving environment where you’re expected to lead through ambiguity and drive results
- Familiarity with enterprise storage and archive technologies (SAN, NAS, LTO tape libraries from vendors such as IBM, Spectra Logic, or Oracle)
- Familiarity with content storage management, digital archive, or media asset management platforms
- Working knowledge of databases (Oracle, PostgreSQL, MongoDB, Elasticsearch) and query tools
- Experience with Windows Server administration and enterprise infrastructure
- Understanding of networking protocols (TCP/IP, FTP, CIFS) and storage architectures
- Familiarity with APIs, REST services, and metadata formats (XML, JSON)
- Experience with remote support tools and methodologies (VPN, RDP, web-based conferencing)
Responsibilities
- Lead, mentor, and develop a team of nine Technical Support Specialists, fostering a culture of ownership, collaboration, and continuous improvement
- Manage team scheduling, PTO, and rotating coverage assignments to ensure consistent global support availability across time zones in a 24x7 environment
- Set clear performance expectations, conduct regular one-on-ones, and drive professional development plans
- Own day-to-day support operations, ensuring the team consistently meets or exceeds SLA targets for response time, resolution time, and customer satisfaction
- Monitor and manage ticket queues (Salesforce Service Cloud), balance workload across the team
- Track and report on key performance metrics including CSAT, first response time, resolution time, backlog trends, and escalation volume
- Identify and implement process improvements that increase efficiency, reduce repeat issues, and help the team scale
- Serve as the primary escalation point for complex or high-impact customer issues
- Lead root cause analysis on recurring issues and work with the team to implement preventative solutions
- Collaborate with engineering, product, and third-party vendors to resolve deep technical problems and improve product supportability
- Oversee the quality of the team’s knowledge base, technical documentation, and internal training programs
- Partner with sales, professional services, and product teams to communicate customer trends, escalation patterns, and product feedback
- Surface recurring support trends, escalation patterns, and product issues to leadership
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