Technical Support Manager

General Summary

We are seeking a highly skilled and results-driven Manager, Network & Video Systems Engineering, to lead a team of engineers supporting complex telecommunications and video delivery infrastructures. This role combines hands-on technical leadership with people management, driving operational excellence, innovation, and high-quality customer outcomes across IP networking, video platforms, and headend technologies.

The ideal candidate is a strong technical leader with deep expertise in IP networking, video transport (broadcast/IP), and telecommunications systems, coupled with proven experience in team leadership, customer engagement, and process optimization.

How you will help us connect the world.

Technical Leadership

• Act as the primary technical authority and escalation point for networking, video, and telecom-related issues across platforms, including headend systems, IP video delivery, and infrastructure components
• Provide strong technical support for solutions involving:
• IP networking (L2/L3, routing, switching, multicast, QoS)
• Virtualization ecosystems
• Video delivery systems
• Lead root cause analysis (RCA) for complex production issues and drive permanent corrective actions
• Partner with Product Engineering and cross-functional teams to influence product improvements, scalability, and reliability
• Champion the adoption of automation, observability, and AI-driven operational efficiencies where applicable
• Exceptional verbal and written English communication skills are mandatory for client-facing and global internal communication

People Management & Team Leadership

• Lead, mentor, and develop a team of high-performing engineers across multiple shifts
• Ability to communicate effectively with customers, vendors, and team members globally
• Drive a culture of accountability, technical excellence, and continuous learning
• Conduct performance management, career planning, and skill development for team members
• Ensure proper resource allocation, shift coverage, and workload balancing to meet SLA commitments
• Foster a collaborative, inclusive, and high-engagement team environment
• Proven experience managing technical teams in a 24/7 operational environment
• Ability to lead through complex escalations and high-pressure situations

Required Qualification for Consideration

• Bachelors degree in Engineering, Computer Science, or a related field
• 10+ years of experience in networking/video/telecommunications
• 5+ years in a people management role with technical leadership responsibilities