This position, Network Manager – Support Services is responsible for up time and quality of the organization’s on-premise equipment, through coordination with remote and onsite (field) support personnel, the Customer Success organization and other Operational & Support functions. In addition, this role will work closely with the organization’s Business and Engineering teams to improve long term robustness of equipment, optimization of the support process, and overall Cost of Ownership reduction. This role is the organization’s headquarters located in San Antonio, TX.

Responsibilities

• Manage a team of technical support and field service experts to analyze equipment issues, identify solutions and execute deployment of solutions and resolutions.

• Track quality level of video surveillance equipment (cameras, audio alarm devices, NVRs, switches, routers, appliances) on a site-by-site basis and improve SLAs through systematic changes

• Work with Engineering to standardize equipment configuration, maintain data and network security across configurations, and make recommendations for improving serviceability

• Identify recurring quality issues and long-term solutions for these issues through equipment, software or process changes

• Work with Sr. Management to create a set of Key Business Objectives related to this role and put in place initiatives to meet these objectives

• Report on operational SLAs, KBOs and work status as needed to upper management

• Mentor and motivate the technical team to maximize team output

• Ensure compliance with all company policies and procedures when performing job duties

• Document lessons learned, best practices and new procedures for company-wide distribution

• Team Management – 50%, Technical Analysis & Hands-on Technical Work – 30%, Stakeholder

Management & Reporting – 20%

Desired Profile

• Bachelors/Masters degree in engineering, preferably with a specialization in electronics, computer science or associated disciplines

• 5+ years of experience managing a technical support operation and/or field services team

• Core technical skills:

? TCP/IP networking, network security, configuring LAN/WAN connectivity including provisioning IP and ports, establishing NATs, configuring routers and switches

? Configuring internet connectivity between on-premise devices and cloud infrastructure, particularly VPNs

? Experience with IP cameras is a plus

? Scripting skills (Perl / Python or similar) will be an advantage

• Demonstrated ability to manage programs/projects to completion – effort estimation, planning and resource allocation, prioritization and tracking. Experience using project management tools such as Wrike or Asana will be an advantage

• Proficient in managing technical and field service personnel including skill assessment, recruiting, task allocation, mentoring, coaching and performance management

• Prior experience working with an offshore team a plus

Benefits Available