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 Bachelor’s 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