Technical Support & Professional Services Manager (m/f/d)

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 is the leading provider of live production tools in the media, sports and entertainment sectors. To cover our customers' needs holistically, we are divided into three business units: Product Division, Managed Technology & Riedel Networks.

Our Product Division develops, produces and distributes audio, video, IT and communication solutions. With our live production tools for the media, sports, entertainment and corporate industries, we deliver a wide range of high-quality and state-of-the-art products that are among the most innovative of their kind in the industry.

Join us as Technical Support & Professional Services Manager (m/d/f) on this exciting journey and experience the fascination of Riedel Communications in action.

YOUR RESPONSIBILITIES

• You lead and manage the Technical Support and Professional Services engineering team in the APAC region in alignment with the Manager Customer Success, APAC.
• You take ownership of the successful coordination and delivery of technical support and professional services, including project management, commissioning, and training activities; including configuration, testing and validation at customer site for Riedel portfolio and 3rd party products.
• You engage in customer relationship and Customer Success initiatives, particularly for Service Level Agreement (SLA) customers, ensuring high service quality and long-term partnerships.
• You manage and resolve customer technical escalations in close collaboration with Sales and Customer Success Management teams.
• Engage in new product introduction (NPI) technical training to identify areas of support requirements and processes.
• You collaborate with Sales and Pre-Sales teams on technical response sections for RFP/RFI tenders and contribute market insights on industry trends and competition.

• You represent the company at customer-facing engagements and industry events such as trade shows, panels, and key market events.

THAT'S YOU

• Bachelor’s degree in Information Technology, Software/Electrical Engineering, Computer Science, or a related field
• Minimum 3 years of experience in sales engineering, pre-sales, technical support, or professional services
• Management experience and ability to lead cross-functional teams
• Strong understanding of Broadcast and Media technology markets
• Knowledge of audio, video, and IP technologies and standards (e.g. AES3, AES67, ST 2110, NMOS, PTP)
• Knowledge of video technologies and standards (SDI, ST 2110, ST 2022-6, NMOS, PTP)
• Knowledge of IP technologies and standards (TCP, UDP, IGMP, VLAN, PTP, with Cisco or Arista certification preferred)
• Proficiency with CRM and collaboration tools (e.g., Salesforce, Atlassian Jira/Confluence, Microsoft 365, Teams) and willingness to travel internationally (approx. 25-35%)

WE OFFER

• Life and Work balance through our flexible working time system including mobile working in a hybrid model
• Career booster with numerous individual development and training opportunities
• Diversity is very important to us, at RIEDEL we focus on an open working atmosphere, inclusion is part of our Culture - it is about the people and their personality that matters

We’re contributing to your career development. We’ll encourage you to try new roles and experience new settings. By helping our people to reach their potential, we frequently support them to find skills they never knew they had, or make career moves they never thought possible.

ENRICH OUR TEAM!

With us, you can expect an exciting challenge with plenty of opportunities to take on responsibility and develop personally.

RIEDEL stands for equal opportunities and diversity! We are looking forward to getting to know you as you are - far away from any pigeonholing.