Lead Support Engineer

Responsibilities

• Lead, manage, and develop the Content Technology team, providing clear direction, coaching and performance management within a content-technology support environment.
• Own the end-user experience for content technology platforms, ensuring services are reliable, intuitive and delivered to a consistently high standard.
• Act as the operational owner for incident, request, problem and escalation management relating to content technology and user-facing broadcast systems.
• Ensure effective triage, prioritisation and resolution of support issues, with appropriate escalation to the operators and other technology specialists.
• Define, implement and continuously improve support processes, workflows and standards appropriate to a 24/7 content technology operation.
• Monitor support performance against agreed SLAs and KPIs, identifying trends and driving measurable service improvements.
• Ensure clear, timely and professional communication with users and stakeholders during incidents, service disruptions and planned works.
• Champion a strong customer-service and operational mindset within the support team, with a clear focus on content delivery and audience impact.
• Work closely with the Lead End User, SMEs and wider technology teams to ensure smooth handover, escalation and resolution of technical issues.
• Actively assist and collaborate with the broader Technology department on projects, initiatives and new technology introductions, providing operational input, support readiness and hands‑on assistance where required.
• Support project delivery by contributing to planning, testing, rollout and transition‑to‑support activities for new or upgraded content‑technology systems.
• Ensure support activities align with cybersecurity, resilience and risk‑management objectives relevant to content technology platforms.
• Assist in maintaining support documentation, knowledge bases and operational procedures specific to content technology systems.
• Support IT and Technology leadership with service reporting, operational insights and recommendations for improvement.
• Manage relationships with third‑party vendors and suppliers where relevant to content‑technology support services.
• Participate in out‑of‑hours escalation and rota arrangements as required.
• Carry out other duties appropriate to the role to support effective delivery and operation of content‑technology services.

Requirements

• Proven experience in a broadcast engineering support role or similar.
• Deep understanding of broadcast systems, workflows and technologies: from traditional SDI to IP, compute, software and SaaS.
• Proven ability to work individually and as part of a team to resolve issues, prioritise and escape.
• Knowledge of cybersecurity and resilience in technology implementations.
• Proficiency in documentation for broadcast type systems and processes, including ticket management– reading schematics, manuals, knowledge articles and updating/creating existing documentation.
• Excellent verbal and written communication skills – to both technical and non‑technical people.
• Strong decision‑making skills in critical situations minimizing downtime and creative problem solving.
• Bachelor’s degree in Broadcast Engineering, Electrical Engineering, or a related field.
• The candidate should be able to prioritise and delegate tasks effectively and manage their time efficiently to meet support requirements and deadlines.
• Commitment to continued development of knowledge, skills and technical knowledge.
• Strong professional and personal responsibility when undertaking duties.

This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating notes of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved.

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