**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.

• Develop and maintain backup plans that meet the organization’s needs, including frequency, backup types (full, incremental, differential) and storage; • Install and configure storage resources, including high-availability settings; • Define and implement zone policies for access to storage system resources; • Using management tools, perform tasks related to configuration and monitoring of the storage system; • Monitor and optimize storage system usage via management tools, performing load balancing when necessary to avoid resource overload; • Work with the various user teams of the storage area network (SAN) to track actual growth rates of storage capacity, notifying stakeholders and managers about the storage system status; • Record all incidents/anomalies related to the SAN, keeping stakeholders informed of issues; • Prepare and maintain up-to-date documentation related to components of the storage solution; • Track open vendor tickets for resolution of high-complexity storage-related issues; • Participate in projects, providing technical information on characteristics and sizing of computing resources required to support SAN solutions and their components; • Analyze requirements for resource sizing in the composition of the backup/restore infrastructure; • Propose changes to backup/restore policies for servers used in the production environment; • Install, configure, update and remove backup/restore hardware and software in test and production environments; • Track open vendor tickets for resolution of high-complexity backup/restore issues; • Perform periodic restore tests to validate backups; • Prepare technical documents on best practices for using backup/restore software, for dissemination to technical teams; • Participate in projects, providing technical information on characteristics and sizing of computing resources required to support backup/restore solutions and their components.