Senior Manager of Technical Support - Remote

Overview

We’re looking for a thoughtful, hands-on leader to guide our global Technical Support team. In this role, you’ll focus on creating an excellent support experience for our customers while mentoring a talented team, resolving high-priority issues, and improving how we operate every day.

In Short

• Lead, coach, and support a team of technical support professionals across multiple time zones globally.
• Set clear goals and expectations for individual and team performance that align with customer and company objectives.
• Maintain support schedules that ensure full 24/7/365 coverage.
• Drive hiring, onboarding, and growth opportunities for team members.
• Learn Wowza’s product suite in depth to build the technical foundation needed to effectively support customers.
• Manage customer escalations to full resolution and aligned with expectations.
• Collaborate closely with Product, Engineering, Technical Account Management, and other internal teams.
• Find opportunities to improve the overall customer experience and journey.
• Ensure smooth handoffs and alignment across customer-facing teams.
• Act as the voice of the customer internally, helping teams stay connected to what matters most.

Requirements

• Experience leading customer facing technical support or service desk teams in a software or SaaS environment.
• Strong background in service level-based support and global team management.
• Comfortable leading remote teams and working with offshore colleagues.
• Excellent communicator, able to explain complex topics clearly and confidently.
• Skilled at solving problems, managing priorities, and adapting in a fast-moving environment.
• Experience with Wowza products or streaming media is a bonus.

Benefits

• Opportunity to lead a global team.
• Hands-on involvement in customer support cases.
• Continuous professional development and growth opportunities.
• Collaborative work environment with cross-functional teams.
• Flexible working conditions.