Manager, Technical Product Support

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Job description

We are looking for a Product Support Manager! Join Sinclair Digital, the innovation engine behind the largest and most diversified television broadcasting company in the country. We're at the forefront of transforming how local news and television are produced, distributed, and consumed across multiple platforms. This position is based in Seattle, WA.

This is more than just a management role-it's a unique opportunity to shape the future of our Product Support team from the ground up. You will have the exciting challenge of building a team from scratch, selecting top talent, creating a culture of excellence, and setting the standards for how we support our products and users. Your leadership will be pivotal in defining the processes, strategies, and vision that will drive our team's success. If you're a builder at heart with a passion for creating high-performing teams and a drive to make an impact, this role offers the perfect platform.

Responsibilities:

• Team Leadership:
  
  
  
  • Manage, mentor, and develop a team of Product Support Specialists.
  
  
  • Set performance goals, conduct regular evaluations, and provide constructive feedback.
  
  
  • Foster a collaborative and positive work environment that encourages professional growth and high performance.
  
  


• Technical Support Management:
  
  
  
  • Oversee the delivery of technical support to internal users of our CMS software application via phone, email, and ticketing system.
  
  
  • Ensure timely and effective resolution of user-reported issues by diagnosing root causes and identifying solutions.
  
  
  • Monitor and manage the team's performance against Service Level Agreements for response and resolution times.
  
  


• Knowledge Management
  
  
  
  • Maintain and enhance the internal knowledge base by documenting solutions and frequently asked questions (FAQs).
  
  
  • Ensure the team stays updated on system changes, new features, and best practices through ongoing training and communication.
  
  


• Process Improvement:
  
  
  
  • Identify areas for process improvement within the support function and implement strategies to enhance efficiency and service quality.
  
  
  • Collaborate with development, QA and IT teams to resolve issues and implement solutions.
  
  
  • Lead projects aimed at improving the product support experience for users.
  
  
  • Create a robust new hire training program.
  
  


• Escalation and Issue Management
  
  
  
  • Act as the primary escalation point for complex technical issues, or mishandled issues that require higher-level support or intervention.
  
  


• Stakeholder Collaboration
  
  
  
  • Work closely with Engineering, Product Management, Key Users, and other stakeholders to provide feedback and insights from the support team.
  
  
  • Participate in daily standup meetings and contribute to triaging new items and ensuring team participation is to expectation.
  
  
  • Test and validate bug fixes.
  
  

Qualifications:

• At least 3 years of experience in a management role within a technical support environment, preferably with software-related products.


• Strong understanding of web technologies and content management systems.


• Excellent problem-solving and analytical skills.


• Outstanding communication and interpersonal skills.


• Ability to lead, inspire, and develop a high-performing team.


• Familiarity with ticketing systems and support tools.


• Experience with reporting and analysis to gauge team performance.


• Deep understanding of the Software Development Lifecycle.

Preferred Qualifications:

• At least 5 years of hands-on experience in a technical support role in addition to management experience.


• Experience supporting software used in the media or news industry.


• Experience with video technologies.


• Knowledge of web development languages such as HTML, CSS and JavaScript


• Understanding of database management systems.


• Experience with tools including Jira, Confluence, Slack, Google Analytics.
  
  

Attributes:

• Leadership
  
  
  
  • Natural leader who inspires and motivates others.
  
  
  • Skilled at providing constructive feedback and guidance.
  
  
  • Committed to fostering a collaborative and supportive team environment.
  
  


• Positive Attitude
  
  
  
  • Patient and empathetic
  
  
  • Enthusiastic and helpful
  
  
  • Team player
  
  


• Good Communicator
  
  
  
  • Active listener
  
  
  • High level of professionalism and integrity
  
  
  • Effective in conveying complex technical information clearly
  
  


• Problem-Solving Skills
  
  
  
  • Analytical and methodical
  
  
  • Resourceful
  
  
  • Detail-oriented
  
  
  • Commitment to continuous learning
  
  


• Adaptable
  
  
  
  • Able to handle multiple tasks and prioritize effectively
  
  
  • Quick to adjust to new challenges and change in the work environment
  
  


• Good time management skills
  
  
  
  • Efficient in managing workload and meeting deadlines
  
  
  • Proactive in anticipating and addressing potential issues
  
  
  • Delivers without needing reminders
  
  

About Sinclair Digital

Sinclair Digital is transforming how local news and television is produced, distributed, and consumed. We are the digital innovation team for the largest and most diversified television broadcasting company in the country, with affiliations to all major networks and more local television stations than anyone else. Sinclair Digital's Cloud Computing team is utilizing a new program to integrate fresh talent with diverse experience, into an exceptional cloud computing powerhouse, from the ground up. Our digital portfolio combines websites, mobile apps, over-the-top (OTT) apps, and our content publishing platform into a seamless user experience. We take pride in our charter to transform Sinclair Broadcast Group with a broadcast-centric company into an every-platform enterprise while maintaining our entrepreneurial spirit.

Sinclair Broadcast Group, Inc. is proud to be an Equal Opportunity Employer and Drug Free Workplace!

About Us

Sinclair, Inc. (Nasdaq: SBGI) is a diversified media company and a leading provider of local news and sports. The Company owns, operates and/or provides services to 185 television stations in 86 markets affiliated with all the major broadcast networks; and owns Tennis Channel and multicast networks Comet, CHARGE!, TBD., and The Nest. Sinclair's content is delivered via multiple platforms, including over-the-air, multi-channel video program distributors, and the nation's largest streaming aggregator of local news content, NewsON. The Company regularly uses its website as a key source of Company information which can be accessed at .

About the Team

The life-blood of our organization is our people. We have a compelling story, a goal-oriented culture, and we take really good care of people. How good? Here is a glimpse: great benefits, open door policy, upward mobility and a strong desire to see you succeed. Ready to be part of a winning team? Let's talk.

The base salary for this role is $117,282 to $140,000. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location. Full time positions are eligible for benefits that include participation in a retirement plan, quarterly and annual incentive plan bonuses, life and disability insurance, health, dental and vision plans, flexible spending accounts, 15 paid vacation days, 2 paid personal days, 9 paid holidays, 40 hours of paid sick leave, parental leave, and employee stock purchase plan.

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