BROADCAST MONITORING AND SUPPORT MANAGER-REMOTE

About Toolbox
Toolbox is a Technology company founded in 2013. Our Vision is to Become the fastest Technology Solutions Provider across industries and our Mission is to “Act as the key business partner across industries by enabling the generation of new profitable business through the use of our unique know how to develop technology”. We deliver SPEED.
Our current successes are in the online TV industry. We provide a wide range of products covering User Authentication & Authorization Services, Content Aggregation & Distribution and App Development for End Users, aimed to Content Providers and Multiple Services Operators.
We are a product company, our goal is to guide and accompany market development, building solutions which can be leveraged by as many clients as possible. Our products are used by hundreds of Content Providers and Service Operators in the five continents: WARNER MEDIA, NBC UNIVERSAL, SONY, ATRESMEDIA, PARAMOUNT, DIRECTV among them. 90% of internet traffic related to Online TV in Latin America goes through Toolbox.

What are we looking for?
The Broadcast Monitoring and Support Manager plays a crucial role in ensuring the reliability and performance of live and on-demand streaming services. This role is responsible for monitoring, diagnosing, and resolving issues related to video delivery, encoding workflows, and network performance.
We focus on delivering seamless streaming experiences by leveraging cutting-edge monitoring tools and proactive incident resolution. Our infrastructure includes Linux-based streaming environments utilizing technologies like FFmpeg, GStreamer, and NGINX with RTMP modules, among others.
As a Broadcast Monitoring and Support Manager, you will work closely with engineering, operations, and content delivery teams to detect, analyze, and mitigate streaming issues in real time. This role is ideal for a problem-solver with a strong understanding of streaming protocols, system monitoring, and network troubleshooting.

Duties and Responsibilities:

1. Oversee the real-time monitoring of live broadcast streams to ensure high quality, minimal downtime, and rapid incident response.
2. Serve as the primary point of contact for clients during live incidents or technical issues, providing calm and clear communication throughout.
3. Proactively contain and manage client expectations, delivering timely updates and explaining complex technical issues in an understandable manner.
4. Establish and maintain monitoring systems and dashboards (NPAW, Zabbix, Prometheus, Grafana, New Relic, or similar) for video and infrastructure performance tracking.
5. Collaborate with engineering, DevOps, and infrastructure teams to identify bottlenecks and proactively prevent service disruptions.
6. Define incident management workflows, including escalation procedures, root cause analysis (RCA), and continuous improvement processes.
7. Provide leadership during live event coverage, ensuring smooth coordination between operations, tech teams, and external partners (CDNs, media servers, etc.).
8. Document standard operating procedures (SOPs) and ensure proper knowledge transfer across shifts and teams.
9. Train and mentor the monitoring and support team to develop technical expertise and operational excellence.

Required Skills:

1. Proven experience in live streaming operations, broadcast monitoring, or video platform support roles.
2. Strong interpersonal and communication skills to effectively manage client-facing conversations during high-pressure situations.
3. Deep understanding of streaming technologies and protocols: HTTPS, RTMP, HLS, MPEG-DASH, SRT, etc.
4. Familiarity with video delivery architectures including CDNs, media servers, transcoding, and latency optimization.
5. Experience using monitoring and observability tools like Grafana, Prometheus, Datadog, New Relic, or similar.
6. Excellent troubleshooting skills across network, application, and infrastructure layers.
7. Ability to handle incidents with composure, provide clear explanations, and guide clients through resolutions.
8. Understanding of SLAs, KPIs, and reporting for operational performance.
9. Leadership and team management skills; previous experience managing support or NOC teams is a plus.
10. Availability for on-call rotations or live event coverage as needed.
11. Intermediate to advanced level of English (spoken and written).

What will you get from us?
We know that extraordinary people do not choose their jobs based only on the benefits, but we make a great effort to make sure that each of us who are part of Toolbox can achieve success and improve every day.

About the Team
Besides hiring the best talent, we believe diversity in terms of perspectives, ideas and cultures helps creating the best products and solutions. At Toolbox we work with cutting edge technology to build robust, high availability systems, able to handle high load and concurrency.