2026-111: Manager, Technical Support - EMEA
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (41.0%).
Occupation Type
IT managers
Occupation Code Skill LevelHigher Skilled
Sponsorship Salary Threshold
£55,000
(£28.21 per hour)
Occupation rate applies
Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.
Disclaimer: Hunt UK Visa Sponsors aggregates job listings from publicly available sources, such as search engines, to assist with your job hunting. We do not claim affiliation with Ross Video. For the most up-to-date job details, please visit the official website by clicking "Apply Now."
Description
Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results. If you've ever watched live television, news, sports, or entertainment, you've seen our products in use. All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates, and you’re someone with integrity, commitment, and a strong drive to deliver great products, we’d love to hear from you.
Job Overview:
Reporting to the Director of Professional Services, the Manager of Technical Support EMEA is a vital leader within Ross Video’s EMEA Professional Services. While this role is based in-region to provide localised expertise and leadership, it functions as an integral part of the overall Global Technical Support team. This role is responsible for overseeing and developing the Technical Support department to ensure a superior customer experience across the EMEA region. You will drive continuous improvements in standards, resources, processes, and systems, ensuring Ross Video remains a market leader in technical support assistance and customer advocacy.
Who you report to: Director, Professional Services – EMEA
What we offer:
Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an employee share ownership program, development support, and a ton of fun social activities and events! Best of all, you will be part of the Ross Video family, and we've got an energizing environment here.
What the job is all about:
Job Overview:
Reporting to the Director of Professional Services, the Manager of Technical Support EMEA is a vital leader within Ross Video’s EMEA Professional Services. While this role is based in-region to provide localised expertise and leadership, it functions as an integral part of the overall Global Technical Support team. This role is responsible for overseeing and developing the Technical Support department to ensure a superior customer experience across the EMEA region. You will drive continuous improvements in standards, resources, processes, and systems, ensuring Ross Video remains a market leader in technical support assistance and customer advocacy.
Who you report to: Director, Professional Services – EMEA
What we offer:
Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an employee share ownership program, development support, and a ton of fun social activities and events! Best of all, you will be part of the Ross Video family, and we've got an energizing environment here.
What the job is all about:
- Strategic Leadership: Continue the growth and lead a regional technical support team
- Team Management: Responsible for the day-to-day activities of the Technical Support Team – EMEA, which includes running team meetings, scheduling of tasks (including weekend coverage), approving work, monitoring progress, coaching staff, and ticket documentation.
- Technical Support Lab: Responsible for the full lifecycle of rack infrastructure, including initial build, proactive monitoring, and routine maintenance, while consistently evaluating the need for hardware updates or configuration changes
- Process Excellence: Create and enhance support processes to ensure technical consistency, internal communication efficiency, and continuous improvement.
- Customer Experience: Works closely with the Director of Services, EMEA and the regional Technical Support / Commissioning Specialists / Sales Team to ensure alignment of Technical Support processes and customer experience in EMEA.
- Stakeholder Management: Build and maintain solid relationships with customers, suppliers, and internal stakeholders, including Product and Sales teams.
- Resource Management: Ensure appropriate staff coverage to meet regional demands and confirm that team members possess the necessary tools and knowledge for various market verticals, to ensure timely support responses 24/7/365 for all Ross products.
- Performance & Development: Conduct Performance Reviews, manage onboarding for new hires, and create defined learning and career paths for individual team members.
- Training & Succession: Build a highly capable technical support team. Develop internal training programs, including cross-training and succession planning, in collaboration with Product Primes for new product rollouts.
- Operational Oversight: Utilize Zendesk to monitor and track customer tickets and Salesforce to manage project deliverables and performance metrics.
- Cross-Functional Collaboration: Partner with global service delivery team to identify trends, coordinate team engagements, react to global concerns and assist with projects.
- Understand and follow the sun concept for 24/7 technical support, including providing weekend support.
- Working knowledge of IP, SDI, AES, Signals.
- Strong knowledge of Broadcasting and IT infrastructure
- Ability to manage multiple assignments, set priorities, and adapt to changing conditions
- Excellent crisis management skills - Understand escalations paths, communication standards and manage critical actions as part of incident management.
- Superior customer skills, including excellent verbal and written communications
- Familiarity with key components used in broadcast stations
- High level of customer service experience
- Solid technical background in technical support (Broadcast, Sports & Live Entertainment, Vertical)
- Solid time / task management experience
- Passionate about the broadcast industry
- Strong interpersonal and observational skills
- Strong organisational skills and very detail oriented
- Self-starter, quick learner and able to work under minimal supervision
- Approachable, patient, calm with a desire to help others learn new objectives
- Ability to mitigate risk
- High initiative and well-developed analytical skills
- Must be able to work well within a team, as well as independently
- 10 years’ experience in a broadcast and/or A/V environment
- Knowledge of Zendesk, SalesForce and Jira
- Knowledge of the Ross family of products
- Familiarity with key components used in broadcast stations
- Track record in a broadcast management position
At Ross, we embrace diversity, and we want you to bring your authentic self to work. We are committed to building a team that includes a variety of backgrounds, perspectives, and skills. Inclusivity drives innovation and creativity, and that’s something we’re passionate about at Ross! We believe everyone should be able to enjoy a rewarding career at Ross, regardless of race, colour, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. If a disability means that you need any additional support during the recruitment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.