Manager, Product Technical Support

Job Description

The Manager, Product Technical Support serves as escalation point for any issues negatively impacting users of our SHOWTIME stand-alone streaming service and Showtime Anytime, our TV Everywhere service. He or she is responsible for working with a small team of Technical Support Managers who collaborate with engineers, QA personnel, product managers and other staff to lead investigation and resolution of problems.

In this role, you'll partner with the team to use your understanding of the components of our web sites, apps and backend to formulate/pursue theories about the causes of issues affecting customers. You will need to tenacious, and creative in using the tools at hand to pursue the underlying causes/possible resolutions for issues you're tracking.

Additionally, you will ensure that senior management is aware of any problem affecting customers, will intermediate problems with customers, will develop troubleshooting and resolution steps, will improve, iterate and maintain documentation used by support staff, and will ensure that open issues remain top-of-mind for management and the team.

Additionally, you will gather relevant product feedback and feature requests and brainstorm process improvements to increase efficiency and productivity. You will also be responsible for producing regular reports and visuals to help management understand the evolving impact of customer-facing technical concerns, and will suggest ways to help the company as a whole serve customers experiencing technical issues.

Your Responsibilities:
• Troubleshoot and/or gather relevant information from customers directly, when escalated, to identify/resolve issues via chat or phone.
• Communicate clearly and frequently with all stakeholders about ongoing production issues. Escalate new issues via established escalation procedures.
• Work directly with the Customer Support team to identify and resolve technical issues experienced by our customers.
• Brainstorm and roll-out solutions to increase efficiency and effectiveness of the Product Technical Support team
• Develop processes to regularly synthesize and elevate customer feedback given to the Technical Support team into actionable information for the Product team.
• Provide real-time support for Customer Service or Technical Support agents who encounter problems they can't resolve.
• Schedule and/or provide support and monitoring of the service during high-traffic, high-viewing periods including season premieres and season finales, new app and feature launches.
• Produce regular reports on production issues, customer feedback / behavior
• Maintain the integrity of Help Center articles / FAQs, troubleshooting steps and customer communication to enable high-quality resolution.
• Work with Customer Service, Technical Support team and Developers on how to continuously improve the internal Admin Tool to better serve the customers
• Work with Product to understand new features and develop help center/knowledge base articles for customer.
• Be flexible with changes on work hours and days to accommodate high peak traffic, premiere shows, live events and major release rollout.

QUALIFICATIONS:
• 4 to 5 years' technical support experience preferably on video-based digital media and products or equivalent.
• 4 to 5 years' experience working directly with customers to troubleshoot and gather necessary information to resolve customer issues
• Experience in developing processes and in creating feedback channels from customers to product teams
• Experience in training non-technical and technical support agents
• Experience using developer/debugging tools like Xcode, Wireshark and Charles
• Experience using ZenDesk or similar CRM system for communicating with customers
• Experience using Jira or other ticketing system for tracking issues
• Technical background and/or experience is preferred

You are:
• An excellent communicator who can write or speak clearly about complex concepts
• A critical thinker
• A team player and fun to work with.
• Known for your ability to follow-through.
• Someone with a strong sense of accountability and ownership.

Jobcode: Reference SBJ-d53b0r-18-118-140-108-42 in your application.