Actus Support TL at LiveU

Key ResponsibilitiesTeam 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.Location: Remote or Hybrid based on location our offices located in Hackensack New JerseyRequirements:Bachelors 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. Key Skills Ruby,Mac Os,Computer Networking,Windows,TCP,Customer Support,Linux,Shell Scripting,VPN,Dns,Technical Support,Troubleshooting Employment Type : Remote Experience: years Vacancy: 1