What are the responsibilities and job description for the Customer Support Team Leader position at LiveU?
Description
About Actus Digital, a LiveU company
Actus Digital, a LiveU company, is a global leader in intelligent monitoring systems used for quality assurance multiviewer monitoring, compliance logging and advanced AI capabilities, primarily by broadcast television and OTT clients.
Key Responsibilities
Requirements
About Actus Digital, a LiveU company
Actus Digital, a LiveU company, is a global leader in intelligent monitoring systems used for quality assurance multiviewer monitoring, compliance logging and advanced AI capabilities, primarily by broadcast television and OTT clients.
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.