Product Line Support Manager

The Product Line Support Manager is responsible for leading and managing the daily operations of the Surveillance Support organization, including Tier I, Tier II, and Tier III support personnel. This role is focused on personnel leadership, operational execution, customer experience, KPI accountability, and support process management across the Surveillance product line. The Manager ensures the support organization delivers professional, timely, and effective support services to customers, regional operations teams, sales personnel, field technicians, and internal stakeholders.

This role drives accountability for response times, ticket resolution, SLA performance, escalation management, communication quality, and continuous operational improvement. This position serves as the operational leader of the support organization and works closely with Product, Operations, Engineering, Sales, and Field Services teams to ensure scalable support operations, high customer satisfaction, and consistent service delivery across all deployed surveillance solutions.

 

Role Priorities / Responsibilities:

• Lead, manage, coach, and develop Tier I, Tier II, and Tier III support personnel.
• Drive team accountability for KPIs, SLAs, ticket response times, resolution times, and customer
  communication standards.
• Monitor support ticket queues, escalations, and operational workflows to ensure timely issue resolution.
• Develop and enforce support processes, escalation procedures, SOPs, and operational standards.
• Manage workforce scheduling, after-hours coverage, holiday support rotations, and resource allocation.
• Conduct regular personnel performance reviews, coaching sessions, and development planning.
• Ensure professional and customer-focused communication standards are maintained across all support
  interactions.
• Coordinate with regional operations teams to support deployments, maintenance activities,
  commissioning, and troubleshooting efforts.
• Partner with sales teams to support customer onboarding, implementation planning, and customer
  escalations.
• Provide operational oversight of customer onboarding processes and support transition activities for new
  deployments.
• Monitor system uptime trends, recurring issues, and operational pain points while driving corrective
  action plans.
• Collaborate with Product Development and Engineering teams to provide feedback for product
  improvements and supportability enhancements.
• Develop reporting metrics and operational dashboards related to support performance, SLA compliance,
  ticket trends, and staffing needs.
• Identify operational gaps and implement scalable improvements to increase efficiency, consistency, and
  customer satisfaction.
• Serve as the primary management escalation point for critical customer or operational issues.
• Assist with hiring, onboarding, training, and organizational growth planning for the support organization.
• Participate in leadership meetings to provide operational updates, staffing recommendations, and
  strategic improvement opportunities.
• Maintain a working understanding of surveillance systems, VMS platforms, edge computing
  systems, LTE/network infrastructure, remote monitoring systems, and associated hardware.
• Support operational oversight of troubleshooting activities related to cameras, connectivity,
  networking, power systems, and remote access platforms.
• Coordinate technical escalations with Tier III personnel and Subject Matter Experts (SMEs).
• Ensure support personnel are properly trained on systems, procedures, products, and customer
  support expectations

 

Experience or Qualifications:

• Minimum 3–5 years of experience in technical support, service delivery, NOC operations, or support management roles.
• Minimum 2 years of personnel leadership or team management experience.
• Experience managing operational KPIs, support workflows, and customer-facing service
  organizations.
• Strong understanding of ticketing/helpdesk systems and support operations.
• Experience working with surveillance systems, networking, LTE connectivity, or infrastructure
  technology solutions preferred.
• Strong communication, organizational, and leadership skills.
• Ability to operate in a fast-paced operational environment with shifting priorities.
• Proficiency in Microsoft Office applications including Excel, Word, PowerPoint, and Teams.
• Ability to work after-hours or weekends when operationally required.
• Experience supporting surveillance, security, industrial technology, or infrastructure service
  environments.
• Experience managing geographically distributed support teams.