Product Line Support Manager

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.
• 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.
• Cookpilot 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.

Experience Or Qualifications

• 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.
• 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.
• Periodic travel to operational sites, customer locations, or regional offices may be required.

Education Or Certification

• 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.