Director, Technical Support

In order to support our growing network of servers we are looking for a Director of Technical Support. This position will be responsible for setting up and managing a team of technical support specialists who are responsible for first and second level support for Visible World’s deployed products.

• Manage technical support staff to provide high quality support for VW network of ad targeting servers that are installed with Cable Operators or other Media Companies
• Define and implement processes and systems for handling and tracking first and second level support.
• Work with Development Team to implement a proper hand-off for new software releases to the support team, including release/acceptance testing.
• Work with Product Management to provide operational requirements into the product definition process.
• Refine and implement monitoring of critical equipment.
• Develop and manage performance metrics to support high customer satisfaction

Required Skills:
• MS or equivalent degree in Computer Science
• 5+ years of experience in technical support organization that handles first and second level support for distributed software systems
• 2+ years project management / supervisory experience
• 5+ years of experience in telecom, cable, or television industry
• Excellent leadership, communication, negotiation, motivation, and persuasion skills
• Hands-on experience with Linux, SNMP, SQL Database, Networking, TCP/IP, Linux shell scripting, Perl or Python
• Digital video experience a plus

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