APAC Technical Support & Professional Services Leader

Riedel Communications GmbH & Co. KG; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Life and Work balance

Career booster

Diversity and inclusion

Job summary

RIEDEL Communications seeks a Technical Support & Professional Services Manager (m/d/f) to lead the APAC engineering team, delivering support, commissioning, and training for RIEDEL and partner products. This role drives customer success, SLA performance, and collaboration across sales and pre-sales functions.

The ideal candidate has a degree in IT/engineering or CS and 3+ years in related roles, with strong broadcast/video/IP tech knowledge and readiness to travel internationally (25–35%).

Qualifications

• Bachelor’s degree in IT/engineering/CS or related field is required.
• 3+ years in sales engineering, pre-sales, technical support, or professional services.
• Experience leading cross-functional teams.
• Strong knowledge of Broadcast/Media tech markets and standards.
• Knowledge of audio/video/IP tech standards and related protocols.
• Proficiency with CRM and collaboration tools; willingness to travel internationally.

Responsibilities

• You lead and manage the APAC Technical Support and Professional Services engineering team.
• You coordinate delivery of technical support and professional services, incl. project management, commissioning, and training.
• You engage in customer relationships and SLA initiatives for long-term partnerships.
• You manage and resolve customer technical escalations with Sales and Customer Success.
• You participate in NPI training to identify support requirements and processes.
• You collaborate with Sales/Pre-Sales on RFP/RFI responses and market insights.
• You represent the company at customer engagements and industry events.

Skills

Bachelor’s degree in IT/Engineering/CS

3+ years sales engineering/pre-sales

Management experience

Broadcast & Media tech

Audio/Video/IP technologies

Video tech standards (SDI, ST 2110, NM

IP tech standards (TCP/UDP/VLAN/PTP)

CRM & collaboration tools

Willing to travel internationally 25-%

Education

Bachelor’s degree in Information Technology, Software/Electrical Engineering, Computer Science, or related field

Tools

Salesforce

Jira/Confluence

Microsoft 365

Teams

Cisco certification

Arista certification

Job description

RIEDEL Communications seeks a Technical Support & Professional Services Manager (m/d/f) to lead the APAC engineering team, delivering support, commissioning, and training for RIEDEL and partner products. This role drives customer success, SLA performance, and collaboration across sales and pre-sales functions.

The ideal candidate has a degree in IT/engineering or CS and 3+ years in related roles, with strong broadcast/video/IP tech knowledge and readiness to travel internationally (25–35%).