Technical Support Manager
Roku · Cambridge, United Kingdom · 2mo ago
Teamwork makes the stream work.
Roku is changing how the world watches TV
Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.
From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.
What is the role?
The Technical Support Manager will lead a distributed IT support team based across EMEA and India, delivering a consistent, high-quality support experience to Roku employees across all global offices. This role is responsible for setting and maintaining service standards, coaching and developing team members, and stepping into complex technical problems when needed. The Technical Support Manager will build and optimize a follow-the-sun coverage model, leveraging the team's time-zone 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 toward an agent-assisted, self-serve IT operating model. This is a hands-on leadership role that blends people management, process design, and cross-functional partnership with teams across Network Engineering, AV Technology, Security, and People Operations.
How will I use AI at Roku?
At Roku, we don’t just use AI, we work with it. AI agents and smart tools help power drafts, analysis, and repetitive workflows, while our people bring direction, judgment, and accountability.
We value curious, adaptable builders, who can show how they’ve used AI, agents, or automation to move faster, improve quality, and scale their impact. Strong candidates know how to frame problems, guide AI-assisted work, check the output, and learn quickly. Above all, they bring curiosity, adaptability, and sound judgment.
What are the responsibilities of the role?
- Lead, coach, and grow a distributed IT support team based across EMEA and India, setting clear expectations and owning hiring, performance, and professional development
- Deliver a consistent, high-quality support experience to Roku employees across all global offices, leveraging the team's time-zone distribution for broad, responsive coverage
- Build and operate a follow-the-sun coverage model using 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, onboarding completion, and CSAT to IT leadership
- Manage service desk workflow and ticketing in Jira Service Management, including intake, triage, routing, escalation, and continuous improvement of runbooks and knowledge articles
- Oversee endpoint support across Windows (Intune), macOS (JAMF), and Linux, including enrollment, compliance remediation, and hardware lifecycle, in partnership with the Secure Device Management team
- Support identity and access operations including MFA enrollment, sign-in troubleshooting, and access request workflows, escalating policy matters to the Identity & Access team
- Partner with Network Engineering on connectivity solutions and with AV Technology on conference room and company-wide event support across sites
- Own IT readiness for office moves, expansions, new-site builds, and executive or company events within EMEA and APAC, and support global events as needed
- Lead onboarding and offboarding execution to ensure new hires are fully operational on day one and departing employees are cleanly deprovisioned
- Manage IT vendors, contractors, and smart-hands providers across EMEA and APAC, and track hardware and license consumption
- Champion Roku's shift to an agent-assisted, self-serve IT operating model by identifying high-volume, repetitive work suited to automation and guiding the team toward higher-value support and governance activities
- Serve as the primary IT point of contact and escalation point for the EMEA and APAC regions
What experience would help someone be successful in this role at Roku?
- 8+ years experience managing global teams across multiple countries and time zones, with significant experience in IT support or end-user computing,
- Demonstrated success leading a distributed or multi-site support function serving a global user base; experience managing a team or hub in India is strongly valued
- Deep hands-on knowledge of modern enterprise endpoint and identity platforms, with cross-platform experience across Windows, macOS, and Linux (including Microsoft Entra ID, Intune, JAMF, Microsoft 365, and endpoint security tooling)
- Strong service management discipline including SLA ownership, ITSM process design, and experience operating a ticketing platform such as Jira Service Management or equivalent
- Track record of building metrics-driven support operations and reporting outcomes to senior stakeholders
- Excellent communication and stakeholder management skills, with comfort supporting and interfacing with executives and senior leadership
- Ability to work effectively across global time zones with willingness to travel occasionally between sites
- Genuine interest in automation, self-service, and how AI and agent-based tooling can reshape IT support
- Experience standing up or scaling IT support for new or growing international offices is a plus
- Familiarity with zero-trust networking (Tailscale), SD-WAN/wireless (Meraki), and DNS security (Umbrella) is a plus
- Exposure to AV and conference-room support at scale (Zoom Rooms or similar) is a plus
- Experience partnering cross-functionally with Security, People, and Finance teams is a plus
- Relevant certifications (ITIL, Microsoft, Apple) are welcomed but not required
#LI-GL1
What's Roku's approach to hybrid working?
Roku fosters an inclusive and collaborative environment where teams generally work in the office Monday through Thursday. Fridays are generally flexible for remote work, except for employees whose specific roles or assigned office location require five days' a week attendance.
What are some of the benefits?
Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical, dental, and vision), life, accident, disability, commuter, and retirement options (401(k)/pension). Employees are supported in taking time off, in accordance with local leave policies and other personal needs to support their evolving work and life needs. It's important to note that not every benefit is available in all locations or for every role. For details specific to your location, please consult with your recruiter.
Accommodations
Roku welcomes applicants of all backgrounds and provides reasonable accommodations and adjustments in accordance with applicable law. If you require reasonable accommodation at any point in the hiring process, please direct your inquiries to EmployeeRelations@Roku.com.
What should I know about Roku's culture?
Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We're independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV.
We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002.
To learn more about Roku, our global footprint, and how we've grown, visit https://www.weareroku.com/factsheet.
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