LiveU · 1 month ago
Customer Support Team Leader
NJ, Hackensack, US
Full-time
Hybrid
Senior Level
5+ years expLiveU is a global leader in intelligent monitoring systems used for quality assurance multiviewer monitoring, compliance logging and advanced AI capabilities. They are seeking a Customer Support Team Leader to lead and manage a team of support engineers, ensuring effective resolution of technical issues and improving support workflows.
BroadcastingNewsVideo StreamingWireless
Responsibilities
Lead, mentor, and manage a team of support engineers worldwide, conducting regular performance reviews, setting development goals, and promoting knowledge sharing through training sessions and cross-functional collaborations
Guide the team in resolving escalated technical issues for customers, ensuring timely responses (e.g., within SLAs) and root-cause analysis for problems related to server deployments (customer or company-provided), networking configurations, video encoding/decoding, and broadcasting protocols like RTMP, HLS, or WebRTC
Provide expert-level support on software integration, network diagnostics, and video pipeline issues, collaborating with engineering teams to escalate and resolve bugs or feature requests
Develop and refine support workflows, documentation, and tools to streamline operations, including creating playbooks for common scenarios in video streaming and server management
Act as the primary point of contact for key customers and internal teams, delivering clear updates on issue resolutions, and support metrics (e.g., resolution times, feedback, improvements)
Track team performance using KPIs like ticket volume, resolution rates, and customer feedback, presenting insights to leadership to inform product and support strategy
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
5+ years of experience in technical support, with at least 2 years in a leadership or supervisory role managing remote/distributed teams
Strong expertise in networking fundamentals (e.g., TCP/IP, firewalls, VPNs, load balancing) and server administration (e.g., Linux/Windows, cloud/on-prem deployments)
In-depth knowledge of video technologies (e.g., codecs like H.264/H.265, streaming pipelines) and broadcasting protocols (e.g., RTSP, SRT)
Proven track record in customer-facing support, including de-escalating complex issues and translating technical concepts for non-technical stakeholders
Proficiency in software troubleshooting tools (e.g., Wireshark, FFmpeg, debugging IDEs) and ticketing/CRM systems (e.g., Zendesk, Salesforce)
Excellent communication skills, with the ability to collaborate across cultures and time zones
Strong ability to work in a fast-paced, high-growth, and highly dynamic environment
Company
LiveU
LiveU produces technology for television broadcasters to enable live video links via wireless cellular networks.
201-500 employees
H1B Sponsorship
LiveU has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$250MKey Investors
Lightspeed Venture PartnersPitango VCCanaan Partners
2021-07-19Acquired
2019-05-19Private Equity· $200M
2012-11-12Series D· $27M
Leadership Team
Samuel Wasserman
CEO
Ronen Artman
Vice President, Marketing
Recent News
2025-12-24
TV Technology
2025-12-06
2025-11-05
Company data provided by crunchbase