Lead Support Engineer

The Lead Support Engineer is accountable for the day-to-day leadership and direction of the support function within Content Technology. This role leads and coordinates the support team, ensuring incidents are handled effectively, services remain stable, and support operations meet agreed standards and expectations. In addition to people and service leadership, the Lead Support Engineer acts as the senior technical escalation point for complex broadcast, content-related issues and participation in new initiatives to support SMEs. The role balances hands-on technical involvement with ownership of support processes, incident management and continuous improvement initiatives across a 24/7 operational environment.

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 escalate.
• 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.