Actus Support TL

reputed company Key Responsibilities • Team Leadership & Development: reputed company, mentor, and manage reputed company of support engineers worldwide, conducting regular performance reviews, setting development goals, and promoting knowledge sharing through training sessions and cross-functional collaborations. • Customer Support reputed company: Guide reputed company in resolving escalated technical issues for customers, ensuring reputed company responses (e.g., reputed company SLAs) and reputed company-cause analysis for problems reputed company to server deployments (customer or company-provided), networking configurations, video encoding/decoding, and broadcasting protocols like RTMP, HLS, or WebRTC. • Technical Troubleshooting: reputed company 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: reputed company and refine support workflows, documentation, and tools to streamline operations, including creating playbooks for common scenarios in video streaming and server management. • Stakeholder Communication: reputed company as the primary reputed company of contact for key customers and internal teams, delivering reputed company updates on issue resolutions, and support metrics (e.g., reputed company times, feedback, improvements). • Metrics & Reporting: reputed company team performance using KPIs like ticket volume, reputed company rates, and customer feedback, presenting insights to leadership to inform product and support reputed company. Location: Remote or Hybrid, based reputed company, our offices located in Hackensack, New Jersey Requirements • Bachelor's degree in Computer Science, Information Technology, or a reputed company 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/reputed company, reputed company/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 reputed company record in customer-facing support, including de-escalating reputed company 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., reputed company, reputed company). • Excellent communication skills, with the ability to collaborate across cultures and time zones. • Strong ability to work in a fast-paced, high-reputed company, and highly dynamic environment. Apply tot his job Apply To this Job