What are the responsibilities and job description for the Actus Support TL position at LiveU?
Description
Key Responsibilities
Requirements
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.
Requirements
- Bachelor's 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.
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