[SVLUG-Jobs] Kasenna--Technical Support Manager

[Ann Keady]

Technical Support Manager

Job Location: Sunnyvale, CA

Tracking Code: K07016

Position Summary

 

The Kasenna(r) Technical Support team is seeking leadership. If you love
the burgeoning Video-on-Demand (VOD) industry and want to join an
Award-winning technology leader, read on.  The Technical Support Manager
will lead a team of Technical Support Engineers that will be taking care
of our extensive and expanding customer and partner base through phone,
e-mail and remote access methods.  You and your team will be required to
possess the skills necessary to drive issues to resolution as swiftly as
possible, delighting the customer with their support experience. Your
mastery of Linux systems administration and TCP/IP networking are
expected. Experience in the telecommunications space is a definite
advantage. Rapid understanding of Kasenna and partner products is a must
in order to succeed in this role.

 

Duties/Responsibilities

 

Department Management

*	Manage customer cases, case load and escalations
*	Manage a team of 8 third tier technical support engineers
situated in the United States and India
*	Develop and execute support processes and tools to ensure
delivery of service at our stated service level
*	Continual process improvement to make the best and most
effective system for our customers
*	Team training, evaluation, coaching
*	Develop support lab and lab requirements
*	Develop and deliver reporting metrics on support activities
*	Drive team to develop and deliver technical notes, FAQs and
other written technical material for consumption by the customer base

Technical Expert

*	Become strong technical expert on the Kasenna product line,
delivering technical expertise and coaching to the team
*	Provide additional deep expertise in several of the following:

	*	IP networking
	*	Linux administration
	*	IP television
	*	Video encoding standards (MPEG-4, H.264 etc)

Experience/Education

*	5+ years systems engineering and/or technical support experience
in a high tech software solutions industry
*	3+ years technical support management 
*	Linux system administration - 2 plus years
*	Network engineering knowledge 
*	Strong customer communications skills 
*	Self-motivated and driven 
*	Experience in IPTV or the telecommunications field is a plus
*	Knowledge of Apache, Tomcat and Mysql a definite plus 
*	Knowledge in video encoding standards is a plus (MPEG, MPEG-2,
MPEG-4, H.264, WMV). 
*	Some travel required.
*	Excellent written and verbal communication skills
*	BSCS/MSCS, BSEE/MSEE equivalent.

Position Type

Full-Time/Regular

 

How to Apply

Please send your resume to careers at kasenna.com. Interested candidates
are welcome to send their email directly to me (address below).  No
phone calls please.

Kasenna is an equal opportunity employer and we do not discriminate on
the basis of race, sex, age, national origin, religion, physical or
mental handicaps or disabilities, marital status, veteran status, sexual
orientation, nor any other basis prohibited by law.

 

 

Ann Keady

Contract Recruiter

Kasenna - The IPTV CompanyTM 

1196 Borregas Avenue, Suite 100 Sunnyvale, CA 94089

(Domestic/International) 1-650-943-8627 

Fax: 1-408-747-1025 

eMail: akeady at kasenna.com 

www.KASENNA.com
<https://mail.navisite.com/exchweb/bin/redir.asp?URL=http://www.kasenna.
com/>