Senior Manager, Customer Technical Support – AV & SaaS Solutions for Residential Platforms at arenaflex

About arenaflex

arenaflex is a leading innovator in residential audio‑visual and cloud‑based SaaS solutions, delivering cutting‑edge platforms that empower homeowners, installers, and service providers to create immersive entertainment experiences. With a strong commitment to technology excellence, customer satisfaction, and continuous improvement, arenaflex has built a reputation for reliability, scalability, and forward‑thinking product development. Our mission is to transform the way people interact with media at home, and we do so by fostering a collaborative culture where technical expertise meets exceptional service.

Why This Role Matters

As the Senior Manager of Customer Technical Support, you will be the linchpin that connects our customers, support engineers, and product teams. Your leadership will directly influence the quality of service, the speed of issue resolution, and the overall health of our AV‑SaaS ecosystem. This is a high‑visibility role that offers the chance to shape support processes, drive platform improvements, and mentor a talented technical support team.

Key Responsibilities

• Team Leadership & Supervision: Directly supervise a diverse group of technical support specialists, creating schedules, managing workloads, and ensuring productivity aligns with arenaflex’s service standards.
• Coaching & Development: Design and deliver ongoing training programs, conduct regular 1:1 coaching sessions, and facilitate mid‑year and annual performance reviews to nurture career growth.
• Strategic Planning: Partner with the Senior Manager of Support to define departmental goals, set performance targets, and contribute to long‑term strategic initiatives.
• Process & Procedure Management: Maintain and continuously refine support procedures, issue‑tracking workflows, and escalation pathways in collaboration with senior leadership.
• Customer Advocacy: Own the end‑to‑end customer experience, from initial ticket intake through resolution, ensuring high‑quality communication and satisfaction.
• Technical Analysis & Coordination: Work closely with Engineering and Product teams to reproduce defects, gather evidence, and drive root‑cause analysis for hardware, software, and network issues.
• Trend Monitoring & Platform Improvement: Analyze support data to identify recurring hardware, software, or network problems, and proactively recommend product enhancements.
• Cross‑Functional Collaboration: Serve as a bridge between Support, Product, Engineering, and Customer Success, championing initiatives that improve product reliability and user experience.
• Metrics & Reporting: Track key performance indicators (KPIs) such as first‑response time, mean time to resolution (MTTR), and customer satisfaction (CSAT), using insights to drive continuous improvement.
• Recruitment & Talent Acquisition: Partner with HR and recruiting partners to interview, hire, and onboard new technical support talent as the team expands.
• Ticketing System Oversight: Ensure the ticketing platform is effectively organized, tagged, and monitored, facilitating rapid escalation when needed.
• Release & Bug Escalation Participation: Attend feature release meetings, bug triage sessions, and post‑mortem reviews to provide the support perspective and influence product roadmaps.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Electrical Engineering, or a related technical field.
• Minimum of 6 years of hands‑on experience in customer‑facing technical support roles, with at least 3 years in a supervisory or managerial capacity.
• Proven expertise with professional audio‑video equipment, AV production system design, and broadcast‑grade video engineering.
• Strong background in IT networking, including hands‑on experience configuring IP networks, VLANs, QoS, and using tools such as Wireshark and What’s Up Gold.
• Deep familiarity with Linux operating systems, command‑line environments, and web‑based platforms (e.g., Google Workspace).
• Solid understanding of SaaS delivery models, cloud‑based service monitoring, and subscription lifecycle management.
• Hands‑on experience with video codecs (H.264, HEVC), streaming protocols (DASH, HLS), and container formats (MP4, MKV).
• Practical knowledge of multimedia processing libraries such as FFmpeg and GStreamer.
• Excellent written and verbal communication skills, with a track record of effective issue tracking, triage, and escalation management.
• Team‑oriented mindset, demonstrating a willingness to serve internal and external customers alike.

Preferred (Nice‑to‑Have) Qualifications

• Professional certifications such as CCNA, CompTIA Network+, or equivalent networking credentials.
• Experience with CRM platforms, particularly Salesforce, to manage customer interactions and support pipelines.
• Demonstrated expertise in designing and supporting end‑to‑end video production workflows in broadcast or live‑stream environments.
• Prior experience leading large, geographically dispersed support teams in a fast‑growing technology company.
• Background in data‑driven decision making, using analytics tools to surface trends and drive process improvements.

Core Skills & Competencies

• Leadership & People Management: Ability to inspire, coach, and develop technical talent while fostering a culture of accountability and continuous learning.
• Technical Acumen: Proficiency in AV hardware, networking, Linux, and video streaming technologies, enabling you to troubleshoot complex multi‑layered issues.
• Customer‑Centric Mindset: Passion for delivering exceptional service experiences and a knack for turning challenging situations into positive outcomes.
• Analytical Thinking: Strong problem‑solving skills, capable of dissecting root causes and translating data into actionable recommendations.
• Collaboration & Influence: Skilled at building consensus across product, engineering, and customer success teams to drive cross‑functional initiatives.
• Process Optimization: Experience designing scalable support processes, automating repetitive tasks, and improving ticket handling efficiency.
• Communication Excellence: Clear, concise, and empathetic communication style, both written and verbal, tailored to technical and non‑technical audiences.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. In this role, you will have access to:

• Leadership development programs, including mentorship from senior executives and external training partners.
• Technical certifications (e.g., Cisco, Linux, AV industry standards) fully funded by arenaflex.
• Opportunities to lead cross‑functional projects that influence product strategy and roadmap.
• Regular knowledge‑sharing sessions, hackathons, and internal tech talks to stay ahead of emerging AV and SaaS trends.
• A clear promotion pathway toward Director‑level roles within the Customer Success organization.

Work Environment & Culture at arenaflex

Our workplace is built on collaboration, innovation, and respect. Key cultural pillars include:

• Innovation First: We encourage experimentation and reward ideas that improve our products and services.
• Customer Obsession: Every decision is filtered through the lens of how it will impact the end‑user experience.
• Inclusivity & Diversity: arenaflex celebrates diverse perspectives and fosters an environment where every voice is heard.
• Work‑Life Balance: Flexible remote‑work options, generous paid time off, and family‑friendly policies support personal well‑being.
• Transparent Communication: Regular town‑halls, open‑door leadership, and clear reporting structures keep everyone aligned.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base salary commensurate with experience, plus performance‑based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company matching contributions.
• Generous paid parental leave, paid holidays, and flexible PTO.
• Employee assistance programs, wellness stipends, and continuous learning allowances.
• State‑of‑the‑art office spaces equipped with collaborative zones, breakout rooms, and ergonomic workstations.
• Opportunities to attend industry conferences, trade shows, and networking events.

How to Apply

If you are ready to lead a high‑performing technical support team, drive platform excellence, and make a tangible impact on arenaflex’s customers, we want to hear from you. Click the link below to submit your application and join a company that values expertise, creativity, and a relentless focus on customer success.

Apply Now – Join arenaflex

Closing Statement

At arenaflex, you will be part of a forward‑thinking team that shapes the future of residential AV and SaaS technology. Your leadership will empower our customers, inspire our engineers, and elevate the entire organization. Take the next step in your career and become a catalyst for excellence—apply today and help us deliver unforgettable experiences to homes worldwide.