Sr Manager Technical Support

We’re looking for a thoughtful, hands-on leader to guide our global Technical Support team. In this role, you’ll focus on creating an excellent support experience for our customers while mentoring a talented team, resolving high-priority issues, and improving how we operate every day.

You won’t just be managing from a distance. You’ll stay hands-on, work closely with customers, and advocate for their needs across the company.

Key Responsibilities

Team Leadership and Operations

• 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 that align with customer and company objectives
• Maintain support schedules that ensure full 24/7/365 coverage
• Drive hiring, onboarding, and growth opportunities for team members

Escalations and Case Management

• Learn Wowza’s product suite in depth to build the technical foundation needed to effectively support customers
• Over time, take ownership of a small number of customer support cases (approximately 10% of your weekly time) to stay grounded in the customer experience and understand team workflows
• Manage customer escalations to full resolution and aligned with expectations
• Proactively identify and remove operational obstacles that impact customer outcomes or team performance

Process and Performance Management

• 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

Customer Experience and Advocacy

• 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

Requirements

• 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 collegues
• Excellent communicator, able to explain complex topics clearly and confidently
• Skilled at solving problems, managing priorities, and adapting in a fast-moving environment
• Experience with Wowza products or streaming media is a bonus

Total Compensation: $115,000-125,000

• Bonus Eligible

• 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) 

The base salary range represents the anticipated low and high end of our compensation range for this position. Actual compensation will vary and will be based on various factors, such as candidate’s qualifications, skills, and competencies.  

Who We Are:  

Wowza Media Systems is a Colorado-based, globally-known leader in video streaming software solutions. Wowza’s software enables its customers to deliver high-fidelity video streams from any source to any destination, reliably at large scale and with low latency. Wowza’s solutions are implemented by tens of thousands of customers in more than 100 countries, across education, healthcare, enterprise, gaming, fitness, auction, e-commerce, and government applications. Founded nearly fifteen years ago, Wowza is backed by private equity firm Clearhaven Partners.  

Why Work for Wowza:  

Join a fast-paced, private equity-backed Colorado software company sitting at the intersection of mission critical video streaming applications. Wowza has long standing reputations for technical prowess and consistent innovation and has been a consistently growing company. In addition, Wowza’s team works to connect the larger community with our passion for tech. From live-streaming graduation ceremonies for local schools to helping parents monitor their children in the NICU, employees can cultivate the same creative energy that first brought the company to life. Our employees are encouraged to take ownership of their role and coworkers are happy to help one another along their video journey. We have a brand-new company headquarters office as well as remote employees across the US and around the globe.