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Technical Support Manager

Experience: 3+ years
Location: Hyderabad

The Opportunity: Come Build the Next-Gen Hi-Tech Product Platform


Background:

In the United States, a new TV broadcasting standard has recently been ratified by the US Government's Federal Communications Commission referred to as ATSC 3.0, this new technology literally doubles the broadcaster bandwidth pipes for the same amount of spectrum utilization apart from providing the ability to deliver broadcast TV signals to mobile devices. Coinciding with the widespread network build out and adoption of 5G technologies by US Telecom operators, the new standard, is poised to revolutionize TV services, significantly alter the IoT landscape, and is also poised to impact the connected car/autonomous car automotive industry. The broadcast industry and the telecom industry are expected to unprecedented levels of cooperation and synergies across all dimensions of offering digital communications and content services to consumers.

More details of the broadcasting standard and articles describing its impact are:

Gaian Solutions is working with some of the industry’s' largest broadcasting groups to operate a Openstack based Cloud Content Delivery Platform that leverages the best of AI, ML and Data Science technologies in monetizing content delivery services for the 3.0 ecosystem.

About the position:

The Support Manager will provide world-class post-sales technical support, by managing a shift of level 1-3 support engineers and team leads, all part of a cohesive hive-team unit.

You will foster an environment that is focused on customer satisfaction, continuous improvement and innovation in the transformation of highly complex customer networks.


Requirement and Preferred Skill:

  • Day to Day Duties
    • Manages Technical Team, including 1-on-1’s, and retain top talent
    • Leads escalation calls with customer
    • Ensure teams are trained on process + product
    • Ensure team follows the process and corrects deficiencies
    • Manages shift, and ensures all shifts are filled, PTO managed
  • Team
    • Manage technical support engineers
    • Mentor and train support engineers on the process and technical products
    • Retain top talent
    • Ensure training programs and certifications are completed
    • Manage team shifts, ensure proper issue handoffs
  • Escalations
    • Engage with customers on escalated support issues or critical customer situations
    • Send issues to proper level or get well team engaged
  • Technical
    • Become a product expert through company training, and should have a desire to excel and become an expert
    • Ensure the team becomes experts
    • Leverage the team and resources for proper issue resolution
    • Understanding of Linux , Networking, Cloud Computing and Database concepts. Ability get Hands on issue resolution if team needs help.
  • Administrative
    • Maintain ticket database, logging issues, and customer interactions
    • Ensure the support process is closely followed, work with the team on corrections
    • Ensure SLAs are met
  • Details
    • Limited travel – typically only for company training or meetings

Other Skills:

  • 3+ years support manager experience
  • Proven escalation management experience
  • People management experience including strong soft skills
  • Very strong verbal and written communication skills (English)
  • Bachelor of Science in Computer Science/Engineering or equivalent advanced industry certifications.
  • Minimum 3 years experience working as Support Engineer/ Sr. Support Engineer supporting application or networking or web security products

About Gaian Solutions:

Gaian Solutions is a 13-year-old product organization and a leading edge provider of products and solutions to the media and entertainment industry.


Headquarters: San Francisco/Silicon Valley, USA


R&D development centers: India and China

Gaian’s products and solutions are deployed across the globe—US, APAC, Mexico, Maldives, & India. Today, the company serves businesses as diverse as billion dollar enterprises with corporate communication needs, federal emergency warning centers with real-time alert dissemination requirements, public transport networks broadcasting live streams of information, retail chains looking for sales closures from impactful content experiences as well as entertainment service providers with a constant need to delight consumers.

Gaian is all about our people, our values and our way of doing things—intangibles that can't be measured or modeled in business terms but that truly make the difference. With close to 250 experienced software architects, consultants, project managers, software, broadcast and media engineers located worldwide our purpose is honored each time we exceed our client’s expectations, each time an employee reaches his/her goals, and each time we contribute to the society positively and make it a better place.

Gaian in the news:

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