Technical Support Manager
- Location
- Cambridge, England, United Kingdom
spread to ensure responsive support well beyond any single region. This position owns end-to-end employee support operations including incident response, request fulfillment, onboarding, offboarding, and executive‐level support. The Technical Support Manager will drive continuous improvement of support workflows, knowledge bases, and runbooks while championing Roku's shift … EMEA and India working hours, with well‐defined cross‐region handoff processes Own end‐to‐end employee support operations including incident response, request fulfillment, onboarding, offboarding, and white‐glove support for leadership Define and maintain SLAs and quality standards; track and report on ticket volume, resolution time, first‐contact resolution ...