Wowza Media Systems is hiring a Sr Manager Technical Support to lead and mentor a global Technical Support team, ensuring excellent customer support experiences. In this role at our fast-paced Colorado software company, you will stay hands-on by working directly with customers and advocating for their needs across the organization.
What You'll Do
- Lead, coach, and support a team of technical support professionals across multiple time zones globally.
- Set clear goals and expectations for individual and team performance aligned with customer and company objectives.
- Maintain support schedules to ensure full 24/7/365 coverage.
- Drive hiring, onboarding, and growth opportunities for team members.
- Learn Wowza’s product suite in depth to build the technical foundation needed to effectively support customers.
- Take ownership of a small number of customer support cases (approximately 10% of weekly time) to stay grounded in the customer experience.
- Manage customer escalations to full resolution and aligned with expectations.
- Proactively identify and remove operational obstacles that impact customer outcomes or team performance.
- Maintain consistent execution of standard procedures and service level targets.
- Collaborate closely with Product, Engineering, Technical Account Management, and other internal teams.
- Use support data and customer feedback to guide decisions and improvements.
- Identify patterns in support cases and help the company solve issues at their root.
- Find opportunities to improve the overall customer experience and journey.
- Ensure smooth handoffs and alignment across customer-facing teams.
- Act as the voice of the customer internally, helping teams stay connected to what matters most.
What We're Looking For
- Experience leading customer facing technical support or service desk teams in a software or SaaS environment.
- Strong background in service level-based support and global team management.
- Comfortable leading remote teams and working with offshore colleagues.
- Excellent communicator, able to explain complex topics clearly and confidently.
- Skilled at solving problems, managing priorities, and adapting in a fast-moving environment.
Nice to Have
- Experience with Wowza products or streaming media.
Team & Environment
You will lead the Global Technical Support team across multiple time zones. The team works to connect the larger community with our passion for tech, and employees are encouraged to take ownership of their role.
Benefits & Compensation
- Compensation range: $115,000-125,000.
- Medical, Dental, and Vision insurance available 1st day of employment.
- Generous Paid Time Off.
- 401(k) with strong company match.
- Dependent Care Flexible Spending Account.
- Employer Paid Basic Life Insurance and AD&D.
- Voluntary Life Insurance (Employee/Spouse/Child).
- Parental Leave.
- Short-Term and Long-Term Disability.
- Training & Development.
- Employee Assistance Program (EAP).
Work Mode
This is a global, remote role. Wowza has remote employees across the US and around the globe.
Wowza Media Systems is an equal opportunity employer.
