Manager, Technical Support - Content Management

About Telestream

Telestream is a leading provider of digital media tools and software solutions for the broadcast, streaming, and media industries. We empower content creators and distributors to produce and deliver high-quality video content while optimizing operations and maximizing revenue. We’re looking for a hands-on technical leader to manage the support team responsible for keeping those systems running at peak performance.

Location: Remote US

Candidates must be legally authorized to work in the United States. This role is not eligible for employer-sponsored work authorization or visa sponsorship of any kind, now or in the future.

Role Overview

As the Manager of Technical Support for our Content Management portfolio, you’ll lead a team of nine technical support professionals who serve as the front line for customers running mission-critical storage, archive, and media asset management infrastructure. This is a player-coach position: you’ll set the operational direction for the team while staying close enough to the technical work to jump in on complex escalations when it counts.

You’ll own team performance, SLA delivery, and the scheduling cadence that keeps our global support coverage running smoothly, while also partnering across engineering, product, and sales to improve how we support customers and how our products perform in the field. If you’re someone who builds high-performing teams, drives accountability with empathy, and brings genuine technical curiosity to the table, this role was designed for you.

Requirements

Key Responsibilities

People Leadership

• Lead, mentor, and develop a team of nine Technical Support Specialists, fostering a culture of ownership, collaboration, and continuous improvement
• Manage team scheduling, PTO, and rotating coverage assignments to ensure consistent global support availability across time zones in a 24x7 environment
• Set clear performance expectations, conduct regular one-on-ones, and drive professional development plans that grow both skills and careers

Operations & Delivery

• Own day-to-day support operations, ensuring the team consistently meets or exceeds SLA targets for response time, resolution time, and customer satisfaction
• Monitor and manage ticket queues (Salesforce Service Cloud), balance workload across the team, and ensure no customer issue falls through the cracks
• Track and report on key performance metrics including CSAT, first response time, resolution time, backlog trends, and escalation volume
• Identify and implement process improvements that increase efficiency, reduce repeat issues, and help the team scale

Technical Escalation & Problem Solving

• Serve as the primary escalation point for complex or high-impact customer issues, stepping in to drive resolution when needed
• Lead root cause analysis on recurring issues and work with the team to implement preventative solutions
• Collaborate with engineering, product, and third-party vendors to resolve deep technical problems and improve product supportability

Knowledge & Cross-Functional Partnership

• Oversee the quality of the team’s knowledge base, technical documentation, and internal training programs
• Partner with sales, professional services, and product teams to communicate customer trends, escalation patterns, and product feedback
• Surface recurring support trends, escalation patterns, and product issues to leadership, helping prioritize fixes and improvements that reduce case volume

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent combination of education and experience)
• 7+ years of experience in technical support, IT operations, or software support, with progressively increasing scope and complexity
• 3+ years of direct people management experience leading technical teams, ideally in a global or multi-shift support environment
• A track record of building team culture, developing talent, and driving accountability while maintaining a supportive, collaborative environment
• Strong troubleshooting instincts and analytical skills, with the ability to triage complex, multi-system issues and guide your team through resolution
• Excellent communication skills with the ability to engage credibly with both deeply technical engineers and executive stakeholders
• Proven ability to manage competing priorities, stay organized under pressure, and operate effectively with minimal direction
• Comfortable working in a fast-paced, evo