Technical Support Manager Roku, Inc.

What is the role?

The Technical Support Manager will lead a distributed IT support team based across EMEA and India, delivering a consistent, high-quality support experience to Roku employees across all global offices. This role is responsible for setting and maintaining service standards, coaching and developing team members, and stepping into complex technical problems when needed. The Technical Support Manager will build and optimize a follow-the-sun coverage model, leveraging the team’s time-zone spread to ensure responsive support well beyond any single region.

This position owns end-to-end employee support operations including incident response, request fulfillment, onboarding, offboarding, and executive-level support. The Technical Support Manager will drive continuous improvement of support workflows, knowledge bases, and runbooks while championing Roku’s shift toward an agent-assisted, self-serve IT operating model. This is a hands-on leadership role that blends people management, process design, and cross-functional partnership with teams across Network Engineering, AV Technology, Security, and People Operations.

At Roku, we don’t just use AI, we work with it. AI agents and smart tools help power drafts, analysis, and repetitive workflows, while our people bring direction, judgment, and accountability.

We value curious, adaptable builders, who can show how they’ve used AI, agents, or automation to move faster, improve quality, and scale their impact. Strong candidates know how to frame problems, guide AI-assisted work, check the output, and learn quickly. Above all, they bring curiosity, adaptability, and sound judgment.

• Lead, coach, and grow a distributed IT support team based across EMEA and India, setting clear expectations and owning hiring, performance, and professional development
• Deliver a consistent, high-quality support experience to Roku employees across all global offices, leveraging the team’s time-zone distribution for broad, responsive coverage
• Build and operate a follow-the-sun coverage model using EMEA and India working hours, with well-defined cross-region handoff processes
• Own end-to-end employee support operations including incident response, request fulfillment, onboarding, offboarding, and white-glove support for leadership
• Define and maintain SLAs and quality standards; track and report on ticket volume, resolution time, first-contact resolution, onboarding completion, and CSAT to IT leadership
• Manage service desk workflow and ticketing in Jira Service Management, including intake, triage, routing, escalation, and continuous improvement of runbooks and knowledge articles
• Oversee endpoint support across Windows (Intune), macOS (JAMF), and Linux, including enrollment, compliance remediation, and hardware lifecycle, in partnership with the Secure Device Management team
• Support identity and access operations including MFA enrollment, sign-in troubleshooting, and access request workflows, escalating policy matters to the Identity & Access team
• Partner with Network Engineering on connectivity solutions and with AV Technology on conference room and company-wide event support across sites
• Own IT readiness for office moves, expansions, new-site builds, and executive or company events within EMEA and APAC, and support global events as needed
• Lead onboarding and offboarding execution to ensure new hires are fully operational on day one and departing employees are cleanly deprovisioned
• Manage IT vendors, contractors, and smart-hands providers across EMEA and APAC, and track hardware and license consumption
• Champion Roku’s shift to an agent-assisted, self-serve IT operating model by identifying high-volume,…