Director, Customer Support

Title:  Customer Support Manager/Director 

Type:  Salaried, Full-time
Salary:  Commensurate with experience
Desired Start Date:  January 2, 2023

Requirements

  • Provide Experienced Management and Leadership for Supporting Evolution Digital’s ever-growing customers with Set top Box (ATV) and Broadband (Router, Modem, Wi-Fi) product base.
  • Support Evolution Digital’s customers with on call, onsite, and remote assistance options.  This includes support of the whole end-to-end system, from headend to customer premise equipment.
  • Focused and prior experienced attention to customer needs in broadband CPE: Router, Wi-Fi extender, Gateway, and Cable Modem platforms.
  • Management level interface, relationships, and communication with Evolution Digital’s vendors to recreate field issues and drive to resolution.
  • Leadership level participation to communicate escalation of customer requests to Engineering and/or Deployment teams when expressed by supported customer.
  • Ownership in the team creation of customer facing documentation including but not limited to user guides, FAQs, manuals, release notes, tech bulletins and product requirements.
  • Provide recommendations of new technologies or products that would benefit Evolution’s products or solutions.
  • Provide technical sales and demo support as needed.

Education:

  • Preferably a Bachelor’s Degree in an Engineering, Information Technology, Business Communications related field from an ABET accredited university.

Experience and Skills:

  • Required minimum 5 years’ experience in the role of Customer Support Management in cable, telecom, or IT departments focused at system, support, or product wide Customer needs.
  • Desired minimum 3 years’ experience supporting broadband CPE based products in an engineering or customer support capacity.
  • Knowledge of or measurable hands-on experience with managed network devices (router, gateway) and CMTS (Cable Modem Termination System) managed architectures.
  • Understanding of Android-TV like IPTV set top boxes/devices (example: Amino, Managed ATV, Roku, etc) and their involvement within a stream Wi-Fi environment.
  • Working knowledge of IP protocols including TCP/IP, RTSP, UDP, Multicast traffic, Unicast traffic, etc.
  • Proficient use of Microsoft office tools or equivalent. Including the use of online based communication and document tracking (One-Drive, Teams, Dropbox, ftp, etc).
  • Professional level (very strong) interpersonal and written communication skills.

Location:

  • This position is based out of Evolution’s Centennial, CO headquarters.

Travel:

  • Up to 30% may be required at times