Manager, Technical Support - EMEA

:
Manager, Technical Support - EMEA

UK Office, Reading, England, United Kingdom

Posted Thursday, February 19, 2026 at 5:00 AM

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.

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.

Director, Professional Services – EMEA

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.

• 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…