Product Line Support Manager

The Product Line Support Manager is responsible for leading and managing the daily operations of the Surveillance Support organization, including Tier I, Tier II, and Tier III support personnel. This role is focused on personnel leadership, operational execution, customer experience, KPI accountability, and support process management across the Surveillance product line. The Manager ensures the support organization delivers professional, timely, and effective support services to customers, regional operations teams, sales personnel, field technicians, and internal stakeholders.

This role drives accountability for response times, ticket resolution, SLA performance, escalation management, communication quality, and continuous operational improvement. This position serves as the operational leader of the support organization and works closely with Product, Operations, Engineering, Sales, and Field Services teams to ensure scalable support operations, high customer satisfaction, and consistent service delivery across all deployed surveillance solutions.

Role Priorities / Responsibilities:

• Lead, manage, coach, and develop Tier I, Tier II, and Tier III support personnel.

• Drive team accountability for KPIs, SLAs, ticket response times, resolution times, and customer communication standards.

• Monitor support ticket queues, escalations, and operational workflows to ensure timely issue resolution.
• Develop and enforce support processes, escalation procedures, SOPs, and operational standards.
• Manage workforce scheduling, after-hours coverage, holiday support rotations, and resource allocation.
• Conduct regular personnel performance reviews, coaching sessions, and development planning.

• Ensure professional and customer-focused communication standards are maintained across all support interactions.

• Coordinate with regional operations teams to support deployments, maintenance activities, commissioning, and troubleshooting efforts.

• Partner with sales teams to support customer onboarding, implementation planning, and customer escalations.

• Provide operational oversight of customer onboarding processes and support transition activities for new deployments.

• Monitor system uptime trends, recurring issues, and operational pain points while driving corrective action plans.

• Collaborate with Product Development and Engineering teams to provide feedback for product improvements and supportability enhancements.

• Develop reporting metrics and operational dashboards related to support performance, SLA compliance, ticket trends, and staffing needs.

• Identify operational gaps and implement scalable improvements to increase efficiency, consistency, and customer satisfaction.

• Serve as the primary management escalation point for critical customer or operational issues.
• Assist with hiring, onboarding, training, and organizational growth planning for the support organization.

• Participate in leadership meetings to provide operational updates, staffing recommendations, and strategic improvement opportunities.

• Maintain a working understanding of surveillance systems, VMS platforms, edge computing systems, LTE/network infrastructure, remote monitoring systems, and associated hardware.

• Support operational oversight of troubleshooting activities related to cameras, connectivity, networking, power systems, and remote access platforms.

• Coordinate technical escalations with Tier III personnel and Subject Matter Experts (SMEs).
• Ensure support personnel are properly trained on systems, procedures, products, and customer support expectations

Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, * Minimum 3-5 years of experience in technical support, service delivery, NOC operations, or support management roles.

• Minimum 2 years of personnel leadership or team management experience.

• Experience managing operational KPIs, support workflows, and customer-facing service organizations.

• Strong understanding of ticketing/helpdesk systems and support operations.

• Experience working with surveillance systems, networking, LTE connectivity, or infrastructure technology solutions preferred.

• Strong communication, organizational, and leadership skills.
• Ability to operate in a fast-paced operational environment with shifting priorities.
• Proficiency in Microsoft Office applications including Excel, Word, PowerPoint, and Teams.
• Ability to work after-hours or weekends when operationally required.

• Experience supporting surveillance, security, industrial technology, or infrastructure service environments.

• Experience managing geographically distributed support teams.
• Knowledge of SLA management, operational reporting, and customer success methodologies.
• Experience supporting field operations and remote deployments.
• Must be able to stand and move throughout facilities and operational environments.
• Must be able to lift and carry up to 50 pounds.
• Periodic travel to operational sites, customer locations, or regional offices may be required.

Education or Certification required (if applicable):

• High school diploma or GED required.
• Bachelor’s degree in Information Technology, Business, Operations, or related field preferred.
• Industry certifications related to networking, surveillance systems, or support operations are a plus.