• Seeking a Junior Support Analyst to manage scheduling and follow-up for installations, activations, migrations, and changes to internet links • Act as the focal point between customers, carriers, vendors, and technical teams • Validate technical information and monitor service orders from initiation to completion • Confirm schedules and keep systems up to date • Support the teams involved and prepare activity reports

**About Telestream** Telestream is a leading provider of digital media tools and software solutions for the broadcast, streaming, and media industries. We empower content creators and distributors to produce and deliver high-quality video content while optimizing operations and maximizing revenue. We’re looking for a hands-on technical leader to manage the support team responsible for keeping those systems running at peak performance. **Location: Remote US** ***Candidates must be legally authorized to work in the United States. This role is not eligible for employer-sponsored work authorization or visa sponsorship of any kind, now or in the future.*** __**Role Overview**__ As the Manager of Technical Support for our Content Management portfolio, you’ll lead a team of nine technical support professionals who serve as the front line for customers running mission-critical storage, archive, and media asset management infrastructure. This is a player-coach position: you’ll set the operational direction for the team while staying close enough to the technical work to jump in on complex escalations when it counts. You’ll own team performance, SLA delivery, and the scheduling cadence that keeps our global support coverage running smoothly, while also partnering across engineering, product, and sales to improve how we support customers and how our products perform in the field. If you’re someone who builds high-performing teams, drives accountability with empathy, and brings genuine technical curiosity to the table, this role was designed for you.

• Become technically proficient in the NetDocuments suite of products • Answer incoming phone calls and own incoming Support Cases through our Support Portal • Troubleshoot technical problems and resolve issues for customers using the NetDocuments platform • Manage and respond to your backlog of Support Cases in a timely fashion • Own your Support Cases from creation through resolution • Participate in the Software Development lifecycle through diagnosis and reporting of new and known issues • Participate in KCS by creating and editing Knowledge Base articles • Quickly ramp up on new releases, enhancements, and product functionality to ensure successful support for customers • Assist in after hours on-call Support rotation (optional and paid) • Other duties as assigned

• Use observability tools to monitor metrics, logs and events that indicate the status of IT services; • Configure automatic alerts to quickly detect any anomalies or performance degradations in IT assets; • Investigate collected data to identify root causes of issues, bottlenecks or service failures; • Anticipate potential problems before they affect end users through predictive analysis and trend monitoring; • Recommend and implement improvements to infrastructure or applications to optimize service performance; • Document actions taken, analyses and improvements made to maintain a detailed history and facilitate future interventions; • Support initiatives aimed at increasing the availability, reliability and performance of IT services; • Collaborate with other IT infrastructure teams to ensure solutions align with observability and performance best practices; • Execute simulations and tests to ensure services can recover quickly from incidents or failures.