Team In UA

Team in UA is looking for a Head of Support to own and lead a customer support and live operations team. This role is for a team supporting one of Team in UA's clients, DSC Video. You'll be responsible for building, managing, and continuously improving a 24/7 support team that delivers world-class service to our customers and partners.

This is a hands-on leadership role. You'll set the strategy and standards for support operations while staying close enough to the work that you can step in during critical moments. You'll be the person accountable for meeting our support SLAs and ensuring that when live events are on the line, our team delivers. 

This is a full-time position requiring the successful candidate to work 5 days a week, 8 hours a day, from our office. Time-to-time this position may require overtime work. 

Responsibilities

• Lead and manage the support organization, including Support Shift Leads and Technical Support Agents
• Build, grow, and develop the support team with a focus on hiring, onboarding, coaching, and performance management
• Establish and maintain the shift rotation to ensure consistent 24/7 coverage
• Define, document, and enforce support processes, playbooks, and best practices
• Own platform and response time SLAs: tracking, reporting, and ensuring we meet our commitments
• Step in to cover shifts as needed during periods of high demand, incidents, or team gaps
• Work cross-functionally with engineering, integrations, and commercial teams to manage escalations and drive performance and process improvements
• Identify operational risks and opportunities, surfacing insights from support data to inform product and business decisions
• Establish feedback loops between support and engineering to address recurring issues and improve platform reliability

• Champion a culture of accountability, continuous improvement, and customer-first thinking

   

Requirements

• Proven experience leading a technical support or live operations team, ideally in a 24/7 environment
• Track record of building and scaling support functions including hiring, training, and developing team members
• Strong understanding of SLA management, including defining metrics, tracking performance, and driving accountability
• Experience working cross-functionally with engineering, product, and commercial teams
• Comfortable with technical concepts and able to engage credibly on streaming, APIs, and integrations
• Excellent communication skills, able to represent support at a senior level internally and externally
• Highly organized with strong operational instincts and attention to detail

• Willingness to be hands-on when the situation demands it, including covering shifts

   

Nice to Have

• Experience in live streaming, video delivery, sports broadcasting, or betting platforms
• Familiarity with support tooling, ticketing systems, and incident management platforms
• Background in platform-as-a-service or B2B2C business models

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.

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.