What you will get to do:

• Lead, mentor and develop a team of Technical Support Engineers responsible for supporting embedded consumer electronics products and services.

• Manage day-to-day support operations, ensuring customer-impacting issues are triaged, prioritised and resolved within agreed service levels.

• Act as the technical escalation point for complex issues, driving resolution across Engineering, Product, QA and Operations teams in a globally distributed environment.

• Own client monitoring strategy, development and operations, enabling proactive identification, tracking and escalation of service-impacting issues across deployed customer populations.

• Provide technical leadership for Incident and Problem Management activities by coordinating incident response, supporting Root Cause Analysis (RCA), driving resolution of complex issues and reinforcing continuous service improvement initiatives.

• Analyse support trends, incident data and operational metrics to identify recurring issues, improve operational effectiveness and drive adoption of AI-assisted tools that reduce issue detection, triage and resolution times.

• Establish and continuously improve support processes, operational standards and best practices while partnering with TSDMs and leading the team through strong technical leadership, coaching and mentoring.

• Collaborate with Product and Engineering teams to improve product supportability, monitoring capabilities and operational excellence.

• Be available to provide occasional support during critical customer escalations.

Who we are looking for:

• Proven people management experience, including coaching, mentoring, performance management and team development.

• Experience managing Technical Support, Production Support, Operations Engineering or Engineering Support teams.

• Strong hands-on technical background supporting Linux-based systems, embedded platforms or connected consumer electronics products.

• Experience with log analysis, telemetry and monitoring tools.

• Strong knowledge and practical application of ITIL Incident, Problem and Change Management processes.

• Demonstrated experience leading technically complex incident investigations, Root Cause Analysis (RCA) activities and cross-functional resolution efforts.

• Experience working within a 24/7 operational environment.

• Strong analytical skills with the ability to interpret operational data, identify trends and drive continuous improvement.

• Ability to influence and collaborate effectively with Engineering, Product Management, Customer Success and senior leadership stakeholders.

• Excellent communication skills with the ability to explain complex technical issues to both technical and non-technical audiences.

• Fluent written and spoken English.

• Proficiency with ServiceNow, Jira and Confluence.

Preferred Qualifications:

• Experience supporting TV, OTT, Pay TV, streaming or other connected consumer electronics platforms.

• Experience owning monitoring platforms, operational health dashboards and alerting processes used to proactively identify customer-impacting issues.

• Understanding of software development lifecycles and release management processes.

• Previous background in Software Engineering, Systems Engineering or Technical Support Engineering.