Technical Support Manager or Customer Support Manager

Your Responsibilities

Experience with modern automation and AI-assisted workflows (e.g., AI copilots, scripting, automation tools) and AI-driven development approaches such as vibe coding using tools like Cursor, Lovable, and similar platforms.

• General knowledge of XR media platforms and video engineering tools, including Vantage, Cambria, Uninode, MediaMate, Baton, GLIM, ATS, and related media processing software.
• Familiarity with media workflows including transcoding, captioning vendors, watermarking/fingerprinting, and transfer technologies (e.g., Aspera).
• Knowledge of monitoring and infrastructure tools such as Zabbix and AWS services (S3, AMI).

Technical experience in several of the following areas: SQL/NoSQL databases, Linux/Unix, Windows Server, networking, REST APIs, JSON/XML, Git, Jenkins, scripting (JavaScript/Bash), and cloud monitoring tools.

• o Line management of the Support Team in Kuala Lumpur, overseeing team knowledge, performance, and professional development.
• o Recruit, onboard, and train new team members, providing ongoing coaching, mentoring, and on-the-job training.
• o Monitor day-to-day support operations and ensure adherence to established processes, quality standards, and best practices.
• o Ensure the team meets SLA targets, maintains high Customer Satisfaction, and delivers against key operational metrics.
• o Drive operational improvements by identifying opportunities for automation, increasing efficiency, and reducing cost per ticket.
• o Manage and communicate key operational updates, including system health, support performance metrics, and departmental insights.
• o Collaborate with Regional and Global Support Managers to align support processes, coordinate rota management, and implement best practices.
• o Act as the escalation point for complex customer issues, advocating for customer needs and ensuring timely resolution.
• o Proactively identify opportunities to improve internal processes and enhance the overall customer experience.
• o Occasionally work outside regular business hours to support global operational needs and perform other relevant duties as assigned by management
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• o Act as Incident Owner during assigned shifts for technical issues impacting Support services, coordinating with DevOps, Cloud Ops, and other technical teams.
• o Drive incidents end-to-end through investigation, resolution, and communication, ensuring clear ownership and timely follow-up across teams.
• o Monitor and report on recurring issues, ensuring root causes are identified and resolved.
• o Ensure all major incidents include a completed Root Cause Analysis (RCA) with documented corrective and preventative actions.
• o Manage and continuously improve the Support knowledge base, ensuring documentation is accurate, structured, and scalable.
• o Maintain documentation standards for runbooks, SOPs, FAQs, and operational guides, ensuring they remain current and actionable for day-to-day operations.
• o Collaborate with Support, Engineering, and Operations teams to ensure processes and documentation reflect real operational workflows.
• o Translate incident learnings and operational gaps into process improvements, documentation updates, and increased operational readiness.
• Maintain high standards of transparency, accountability, and customer impact awareness throughout incident management.

Requirements

• o 5+ years of managing a Customer Support team (10+ agents) within a technology environment.
• o 5+ years of experience in Technical or Application Support.
• o Strong troubleshooting skills with the ability to manage complex technical issues and cross-team escalations.
• o Experience monitoring and improving support performance, including SLA and customer satisfaction metrics.
• o Passion for team development, mentoring, and building a positive support culture.
• o Strong communication and collaboration skills across technical and business teams.
• o Fluent in English (written and spoken) and willing to work outside standard hours when require