Customer Support Team Leader

About Actus Digital, a LiveU company

Actus Digital, a LiveU company, is a global leader in intelligent monitoring systems used for quality assurance multiviewer monitoring, compliance logging and advanced AI capabilities, primarily by broadcast television and OTT clients.

Key Responsibilities

• Team Leadership & Development : Lead, mentor, and manage a team of support engineers worldwide, conducting regular performance reviews, setting development goals, and promoting knowledge sharing through training sessions and cross-functional collaborations.
• Customer Support Oversight : Guide the team in resolving escalated technical issues for customers, ensuring timely responses (e.g., within SLAs) and root-cause analysis for problems related to server deployments (customer or company-provided), networking configurations, video encoding/decoding, and broadcasting protocols like RTMP, HLS, or WebRTC.
• Technical Troubleshooting : Provide 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 : Develop and refine support workflows, documentation, and tools to streamline operations, including creating playbooks for common scenarios in video streaming and server management.
• Stakeholder Communication : Act as the primary point of contact for key customers and internal teams, delivering clear updates on issue resolutions, and support metrics (e.g., resolution times, feedback, improvements).
• Metrics & Reporting : Track team performance using KPIs like ticket volume, resolution rates, and customer feedback, presenting insights to leadership to inform product and support strategy.

Location: Remote or Hybrid, based on location, our offices located in Hackensack, New Jersey

REQUIREMENTS

• Must have : experience and expertise in the broadcast, media, or professional video domain.
• Bachelor's degree in Computer Science, Information Technology, or a related 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/Windows, cloud/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 track record in customer-facing support, including de-escalating complex 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., Zendesk, Salesforce).
• Excellent communication skills, with the ability to collaborate across cultures and time zones.
• Strong ability to work in a fast-paced, high-growth, and highly dynamic environment.