Support Shift Lead

Team in UA is looking for a Support Shift Lead to lead a shift for our on-shift technical support team.This role is for a team supporting one of Team in UA's clients, DSC Video. You'll be responsible for keeping live operations running smoothly, ensuring nothing falls through the cracks during shift handovers, and serving as a bridge between our support function, engineering teams, and customers.

This role requires someone who thrives in fast-paced, high-stakes environments - live sports don't wait, and neither can we!

This is a full-time position based in our office, requiring successful applicants to work a fixed shift schedule to ensure 24/7 coverage.

Responsibilities

• Lead and coordinate a shift on our 24/7 support team, managing workload distribution and ticket allocation 
• Own shift transitions, ensuring comprehensive handovers so no open issues are lost between shifts
• Provide first and second-line technical support to customers, including troubleshooting live streaming issues and answering integration questions
• Escalate complex technical issues appropriately and track them through to resolution
• Communicate proactively with customers during live events and incidents
• Provide feedback to the Support Manager on team performance, process improvements, and training needs
• Collaborate with engineering teams to surface feature requests, operational pain points, and recurring technical issues

• Document incidents, resolutions, and emerging patterns to improve team knowledge and response times

   

Requirements

• Experience in technical support, preferably in live streaming, video delivery, or SaaS environments
• Previous experience leading or coordinating a team, even informally
• Strong troubleshooting skills and comfort with technical concepts (APIs, streaming protocols, integrations)
• Excellent written and verbal communication skills
• Ability to stay calm and decisive under pressure during live events
• Comfortable working rotating shifts as part of a 24/7 operation

• Highly organized with strong attention to detail, particularly around handovers and documentation

   

Nice to Have

• Familiarity with live video streaming infrastructure (HLS, RTMP, CMAF, CDNs)
• Experience with ticketing systems and support tooling

• Background in sports broadcasting or betting platforms

   

About DSC Video

DSC Video is a platform-as-a-service partner delivering live streamed sports events from around the world to customers and their end consumers. Our technical support team operates around the clock to ensure seamless delivery of live content across global time zones.