Technical Support Manager

LOCATION:

Sunnyvale, California USA

JOB DESCRIPTION:

Kaleidescape is a privately held company that was founded in 2001. With a combination of proprietary patent-pending hardware, software and services, Kaleidescape has introduced a new category of consumer electronics products that enrich the entertainment experience throughout the home. The Kaleidescape System lets users enjoy any of their hundreds of movies and audio CDs anywhere in their house, instantly. We have won numerous awards and are highly regarded in the industry for delivering innovative, well-designed products.

Kaleidescape is seeking an experienced Technical Support Manager to manage an established team of Support Engineers in our Sunnyvale Headquarters and to develop the support strategies for the post sales support of our expanding dealer and customer base. If you are a manager that is ready and able to roll up your sleeves and maintain our best-in-class customer support experience, then this is the job for you!

Successful candidates will be hands-on and able to drive customer issues and projects to completion. Kaleidescape Technical Support responds to queries coming in on phone, email or the web, logs all cases in our call tracking database, creates knowledge base articles as required and resolves issues. The Tech Support Manager will be responsible for ensuring that our dealers and customers get support beyond their expectations. The Tech Support Manager will monitor metrics and work with other organizations within the company to tune development, production and support of Kaleidescape products. This role requires great customer skills as well as creativity and attention to detail.

Our culture is characterized by integrity and a fanatical attention to detail and quality – and we expect these attributes to be reflected in every employee.

EDUCATION AND EXPERIENCE:

Management or supervisory experience is required. The right candidate should be familiar with networking and distributed audio-video solutions. Networking knowledge is a must. Experience in custom installation of home entertainment solutions is a plus. 

Requirements:

  • A Bachelor’s degree in computer science or other IT disciplines
  • 2+ years management or technical supervisory experience
  • Networking experience; understanding of TCP/IP, DHCP, routers, switches, etc
  • Audio and video knowledge or deep interest in home entertainment technology
  • Experience with knowledge base creation and process efficiency
  • Proven ability to collaborate with Sales, Marketing, Manufacturing, Engineering
  • Excellent communication skills – both oral and written
  • Excellent organizational skills – ability to prioritize and manage schedules
  • Develop, implement and enforce policies and procedures that promote customer satisfaction and Kaleidescape business
  • Strong analytical skills and familiarity with data analysis and strategy
  • Attention to detail

APPLICATION INFORMATION:

No Recruiters Please!

If you’d like to be considered for this position, please send an electronic copy of your resume along with an introductory letter to: careers-support@kaleidescape.com

If your experience and qualifications are a good fit for the position, you will be asked to interview in person. We regret that we are not able to respond personally to all submissions, but each and every one is evaluated and considered for placement.

 

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