Technical Support Manager

*To avoid fraudulent outreach, please only respond to inquiries regarding any roles at our company that come from an @DreamscapeVR.com or @DreamscapeLearn.com email address.*

About Us
Dreamscape is a next-generation location-based VR company backed by some of Hollywood's leading players, including Steven Spielberg, MGM, Fox, Warner Brothers, IMAX, Westfield, and AMC. Utilizing our full breadth of creative storytelling, Dreamscape brings to life the best of movies, allowing viewers to become active participants like never before. In an exciting and novel extension of its expertise and technology, Dreamscape is partnering with learning institutions to deliver unique VR course experiences which are efficacious, scalable, and emotionally engaging. Dreamscape's multi-user immersive platform utilizes a unique body-mapping system developed by Swiss technologists to help people experience an entirely new world they never dreamed possible.

About the Role
In this role, the Technical Support Manager will oversee the technical support and service-related operations in the organization. You will be a go-to resource for technical escalations within the VR environment. This role is a mixture of front-end user support requiring understanding of backend systems, configurations, integrations, and script development. You will be responsible for designing and implementing improved processes and operational policies. This role has room to evolve into managing direct reports in the day-to-day performance of their job duties. True first-level manager.

As the main point of contact for Dreamscape's partner locations, you will be responsible for managing all communication with their teams. Additionally, you will serve to translate needs into technical solutions to enable our partners to operate successfully.

Responsibilities:

• Become subject matter expert in Dreamscape Immersive evolving technology
• Take responsibility for tier 3 technical support escalations
• Build and lead our team of support engineers covering 24/7 support
• Drive continual hands-on improvement and innovation to address support operational challenges and improve client satisfaction
• Mentor, enable, and drive growth for the support team through effective delegation of tasks
• Monitor and manage staffing requirements to meet support volume
• Serve as liaison between internal and external teams
• 25% Travel required (domestic and international)

Qualifications:

• Strong history of technical problem solving and troubleshooting in operational environments
• Strong technical aptitude and ability to pick-up new technology quickly
• Proven people management and ability to scale a team in a technical environment
• 4+ Years support helpdesk or similar experience
• Experience supporting windows based operating systems
• Understanding of network technologies such as DNS, DHCP, VPN, VLAN
• Excellent written, verbal, and organizational skills
• Process and standards oriented, ability to drive + design metrics tracking systems

Preferred Experience:

• Experience with Windows systems in production environments
• Understanding of virtual machines and hybrid cloud infrastructure
• Understanding and experience with entertainment technologies such as DMX lighting, Dante Audio, Brightsign, Q-Sys show control a plus
• Experience with Cisco Meraki a plus

Job Type: Full-Time

Job Location: Culver City, CA

Salary: $110k-$120k

Benefits & Perks:

• Comprehensive Medical, Dental, & Vision Plans
• Employee Assistance Program to support the health & well-being of our team
• 401(k) Plan
• Generous Paid Parental Leave
• Paid Time Off
• Tuition Reimbursement & Learning and Development Opportunities
• Dog-Friendly Office
• Stocked Kitchen & Snacks

Equal Opportunity
Dreamscape Immersive is committed to providing equal opportunities. The Company prohibits unlawful discrimination based on race, color, creed, sex, religion, marital status, registered domestic partner status, age, national origin, ancestry, citizenship status, veteran status, genetic information, physical or mental disability, medical condition including genetic characteristics, sexual orientation, gender, gender identity or expression (including transgender status), pregnancy, childbirth, or related medical conditions, or any other consideration made unlawful by federal, state, or local laws (“Protected Characteristics”). It also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.