Manager, Technical Support

Who We Are:

Endeavor is a global sports and entertainment company, home to many of the world’s most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.

ON LOCATION

On Location is a global leader in premium experiential hospitality, offering ticketing, curated guest experiences, live event production and travel management across sports, entertainment, fashion, and culture. On Location provides unrivaled access for corporate clients and fans looking for official, immersive experiences at marquee events, including the Olympic and Paralympic Games, Super Bowl, NCAA Final Four, New York Fashion Week and more. An official partner and/or service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals, the company also owns and operates several of its own unique experiences. On Location is a subsidiary of Endeavor, a global entertainment, sports, and content company.

THE ROLE

The Manager, Technical Support will work closely with the product and engineering teams who are working on software solutions that are being used by clients every day. They take ownership of our existing test framework in a very hands-on role, creating and implementing testing plans with a focus on manual testing and bug triaging of the product during the development life-cycle. They are a part detective, part problem solver; adept at finding corner cases in complex data-driven applications to would-be bugs before they ever reach our customers and finding the root cause of issues reported by users. They also need to be great communicators who love to work on solving problems with diverse, collaborative, and brilliant teams.

The Manager, Technical Support is responsible for leading the team of Product Specialists through their daily support tasks. Leading the support scheduling, prioritizing the support queue and the corresponding development tickets. While ensuring that troubleshooting, resolution and development are all moving forward in a timely manner. The Manager, Technical Support will also assist with educating the team on the system and the business uses of the system. They have an important voice in solutioning support issues and new development.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Scheduling of support schedule

• Overall understanding of inbound inquires and relevance to system functionality.

• Lead triage of inbound support inquiries, and assign follow up as necessary.

• Prioritize support items as needed for most productive business efficiency.

• Manually test stories and bugs for upcoming sprints and releases.

• Triage bugs reported by internal and external users to verify and identify the root cause of issues.

• Document and report testing results, log defects as needed and be a vocal proponent for quality in every phase of the development process.

• Identify new process improvement and automation opportunities.

• Educate Product Specialist team as needed to keep members up to date on usage of existing functionality.

QUALIFICATIONS and/or Experience, Knowledge, Skills, and Abilities:

• Have worked on the full development lifecycle of a software product.

• Ability to work independently and take ownership of an existing automated test framework.

• Strong analytical and problem-solving skills with the ability to identify and analyze issues quickly.

• Experience and/or a desire to work with data-intensive applications and/or large data sets.

• Excellent organizational and time management skills with the ability to prioritize work independently under deadlines, collaborating across the team as needed.

• At least 1-2 years professional experience or degree in math, economics, engineering, or computer science

Travel

Must be adaptable with work and travel schedule and be available to travel for work which may include extended work hours during nights, weekends, and holidays. This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with o