Technical Support & Professional Services Manager
Sydney - Rosebery | Onsite with free parking | Full-time permanent
$140,000 - $150,000 + super + bonus
If you've built your career at the intersection of broadcast technology and customer relationships, and you're ready to lead a team across one of the most dynamic regions in the world, this is worth your attention.
We are working exclusively with a world-leading business whose products are used in high-end, large-scale events. Their technology is trusted on the world's biggest stages across broadcast, live events, pro-audio, sports, theatre, and security applications. And despite their global reach, they've retained a local, family feel to their operations in Sydney.
Now they need someone to lead their APAC technical support and professional services team.
This is a working manager position within the Customer Success and Product Division. You'll bring structured leadership, customer engagement discipline, and escalation management to a technically capable but geographically distributed engineering team. Around 60% of your time is customer-facing; the other 40% keeps you close enough to the technology to be credible with your team and your clients.
Key responsibilities
- Lead and manage the technical support and professional services engineering team, based across Australia and Southeast Asia
- Own the coordination and delivery of technical support across the APAC region
- Oversee professional services delivery, including project management, commissioning, and training
- Engage with SLA customers alongside the Sales and Customer Success teams
- Own escalation management and relationship recovery where required
- Represent the business at customer-facing and industry events
- Monitor team engagement cadence and resolve roadblocks
- Contribute to RFP/RFI technical support responses in collaboration with Sales and Pre-Sales
What we are looking for
This is not a pure technical role or a pure people management role. The ideal candidate is hands-on in a technical customer-facing environment and either already leading a small team or clearly ready to take that step.
Must-have:
- Broadcast and/or live events industry experience, vendor or manufacturer side strongly preferred
- 3+ years in sales engineering, pre-sales, or technical support services
- Solid understanding of IP networking
- Familiarity with audio and video technology standards
- Cultural sensitivity and adaptability across international markets
- Willingness to travel internationally (approximately 15%-20% of the year)
- Working rights in Australia