Technical Support Manager, Briefcam

**Overview**

As the **Technical Support Manager**for BriefCam, you will play a critical role in delivering a world-class customer and partner experience. You will lead a global team of support engineers, ensuring technical excellence, operational efficiency, and a collaborative, customer-focused culture. Your leadership will help drive satisfaction, loyalty, and innovation across the Milestone/BriefCam support ecosystem.

**Key Responsibilities**

**Customer & Partner Experience**
- Foster an environment centered on delivering exceptional customer and partner experiences.
- Serve as a strong advocate for Milestone/BriefCam customers and partners, ensuring satisfaction across global touchpoints.
- Take ownership of the overall customer and partner experience; proactively manage escalations and recover at-risk cases with urgency and professionalism.
- Collaborate closely with commercial teams and partners to deliver seamless joint service to end-users.
- Promote a culture of customer focus within the support team.
- Travel internationally and conduct on-site visits as required.

**Team Leadership**
- Lead, coach, and develop a high-performing global support team.
- Set clear team and individual goals aligned with strategic initiatives and ensure ongoing communication of performance expectations.
- Maintain team morale, cohesion, and discipline—making Milestone/BriefCam a rewarding and inspiring workplace.
- Conduct regular 1:1 meetings with team members to provide feedback, coaching, and support personal development.
- Manage scheduling, vacation approvals, and coverage to ensure team efficiency and availability.
- Facilitate cross-functional collaboration between Milestone and BriefCam support organizations through unified workflows, joint training programs, and integrated communication channels.

**Operational Excellence**
- Implement strategic initiatives that drive measurable improvements in customer satisfaction, cost efficiency, and employee engagement.
- Pull and evaluate team and individual metrics to help quickly spot deviations from business norms and best practices, making necessary corrections
- Develop and execute operational plans to meet key performance targets.
- Continuously promote service upsell opportunities and contribute to revenue growth.Contribute to the definition and implementation of global support standards and best practices.

**Qualifications**
- **Experience**:

- 5+ years of experience in IT services or a related industry.
- 3+ years in a leadership role managing customer service or technical support teams.
- **Education**:

- Bachelor’s degree in Computer Science or related field, or equivalent professional experience.
- **Technical Skills**:

- Solid understanding of Office, Windows environments, Salesforce, networking, and converged communications.
- Working knowledge of ITIL practices and implementation.
- Familiarity with VMS and the security industry is a plus.
- **Leadership & Communication**:

- Proven ability to lead, inspire, and drive high-performing teams.
- Strong communication skills in English, both written and verbal.
- Ability to work cross-functionally and build strong remote relationships.
- **Business Acumen**:

- Ability to approach challenges with a business-focused mindset, not just a technical lens.
- Demonstrated strength in planning, project management, and process optimization.
- **Personal Attributes**:

- High energy with a drive to challenge the status quo and lead change.
- Capable of working independently with mínimal supervision.
- Decisive, with the ability to make tough calls when necessary.
- Receptive to feedback and committed to continuous improvement.

This role offers a unique opportunity to impact the global support organization of a leading video content analytics provider. If you're a driven, strategic leader who thrives in a dynamic, customer-centric environment, we’d love to hear from you.

**What we do**
Milestone Systems develops and sells video management software and analytics used in a variety of industries worldwide, in and beyond security. As the leading provider of data-driven video technology in Europe and the second largest globally, we deliver actionable insights from video data through the perfect combination of cameras, sensors, and our open platform software and analytics — always with a responsible mindset and a people-first approach. At Milestone, we believe that technology should serve people, not the other way around.