Support Team Lead

Leuven, Belgium (Europe)

Full-time

 

About THEO Technologies

THEO is a deep tech B2B company, on a mission to shape the rapidly evolving online video landscape. The media industry that we have long known is rapidly changing. Media consumption patterns have shifted towards online video. As a company we provide high-impact media solutions for media companies around the world that enables them to offer exceptional video experiences across any device.

With our flagship product THEOplayer, used by tier 1 media companies worldwide, we are a recognised market leader in the video playback domain. The company has been awarded the Streaming Media Reader's Choice Award in the Video Player category for the last 3 years running (2017, 2018, 2019), confirming its game changing role.

THEO was awarded the Fastest Growing Technology Company in the Media and Entertainment Category in the Belgian Deloitte’s Technology Fast 50 Awards in both 2018 and 2019.

Our culture is based on trust, high performance and self-development where we believe in a more organic culture with the right balances and motivations.

 

Job Description


As a Support Team Lead at THEO Technologies, you will be responsible for guarding the support process, keep a track on customer SLAs and prioritize accordingly. By working in a structured and organized way, you will help define the processes guiding our customers to a better experience and swift resolution of their issues. Working together with the product team and developers, you will ensure that customer tickets and questions are scheduled in and processed in a timely manner.

 

Duties & Responsibilities

  • Lead and organize the team supporting customers and partners with the integration of THEO Technologies SDKs in customer software and applications.
  • Manage the team of Support Engineers, scale the processes and way of working.
  • Report to the senior management team on customer integration and support activities executed, planned and needing attention
  • Ensure service request capability to global customers by organizing the expert team and ensuring escalation capabilities.
  • Prioritize and balance team activities in alignment with company targets, customer and business priorities.
  • Help grow customer facing teams into the role of trusted consultant capable of handling customer requests on how THEO Technologies products fit into video solutions.
  • Figure out how we can help our customers better by making tutorials, adapt features,....
  • Drive software architects and product management crazy with product improvement ideas improving the activities of your team.
  • Support the team to be the spider in the web when it comes to data gathering and problem analysis of customer requests by coordinating with other experts on SDK deficiencies, bugs or complex integration problems.
  • Understanding THEO Technologies strategic and competitive position, to support continued top of industry delivery of video playback features.

Desired Skills & Experience
  • Strong willingness to drive an international team in remote customer-oriented role supporting software integration, debugging and SDK usage feedback.
  • At least 5 years of experience in people management of teams in direct contact with customers and service level pressure.
  • Very good written and verbal communication skills in English with the capability to work in an international environment with English as base language. Other languages are a clear benefit.
  • Knowledge of web-application development with JavaScript, DOM manipulation, HTML5/CSS and tooling around this.
  • Exposure to software development tools, iOS/Android SDKs, SmartTV SDKs and web development is a strong benefit.
  • Understand software and application development based on THEO Technologies SDK on platforms like SmartTV (Tizen, WebOS, …), mobile devices (iOS, Android) and web browsers, to facilitate team knowledge growth.
  • Knowledge of Atlassian tooling like Service Desk, Confluence, JIRA, … or alike.
  • Experience in online or other video industry technologies, developing online media, video or advertising technology products is a big plus.
  • Ability to thrive in a fast-paced scale-up environment.

 

What We Offer

  • The opportunity to work for an exciting company, disrupting the video environment. 
  • A competitive salary with plenty of extra benefits.
  • The company itself is doing exceptionally well. For career-motivated people, there are opportunities for upward mobility.
  • Nice and passionate colleagues.
  • Flexible hours and possibility of working from home one day a week.
  • Regular and fun team activities.
  • Fresh fruit deliveries in office, coffee and drinks. 

 

Does this sound interesting to you?

Send your application including resume and motivational letter to careers@theoplayer.com.




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