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Menlo Park, California, United States
Onsite
OUR COMPANY:
EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.
We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.
WHAT YOU WILL DO:
The Venue & Specialty Escalation Team (VSET) Engineering Supervisor is responsible for leading and developing a team of technical professionals supporting live streaming, broadcast, event networking, and event technology services across global customer environments.
This role provides operational leadership, technical guidance, workforce planning, and service delivery oversight to ensure the successful execution of high-profile events, executive broadcasts, and large-scale technology deployments.
The ideal candidate combines strong people leadership with deep expertise in live event production, streaming technologies, networking infrastructure, and customer-facing operations. As a senior escalation point, this individual will resolve complex technical challenges, drive operational excellence, and partner with internal stakeholders, customers, venues, vendors, and project teams to deliver world-class event experiences.
KEY RESPONSIBILITIES:
• Lead, mentor and develop a global team of streaming/broadcast technicians and event solutions engineers — 1:1s, performance, coaching and career development.
• Foster a culture of accountability, collaboration, innovation and continuous improvement.
• Own team scheduling, resource allocation and workload balancing across a 24/7/365 follow-the-sun coverage model, including on-call rotations and event coverage.
• Support recruitment, onboarding and training of new team members; ensure compliance with EOS and client standards.
• Own delivery of Tier 0–1 live broadcasts, executive communications, hybrid events and event connectivity globally.
• Manage event intake and demand — including the two-business-week minimum lead time — and triage onsite vs. remote support against tier criteria.
• Triage requests against tier criteria to deteermine on-site vs. Remote support model.
• Coordinate resources across multiple concurrent productions, deployments and projects.
• Ensure technical readiness through planning, pre-event staging, testing, rehearsal support, redundancy validation, and risk assessment.
• Monitor service quality, operational metrics, and customer satisfaction; produce post-event metrics and reporting.
• Develop, maintain, and establish service-level targets, escalation procedures, service standards and operational best practices.
• Manage incident response and provide leadership during on-air failures and high-impact service interruptions, escalating media reliability issues through appropriate structure as required.
• Drive continuous improvement initiatives across tools, workflows and technical processes.
• Senior escalation point for live streaming and broadcast distribution; guidance on streaming architecture, signal flow and redundancy planning.
• Oversee AWS media infrastructure (MediaLive, MediaConnect, MediaPackage, CloudFront, Secrets Manager for SRT passphrases) and the enterprise encoder fleet and downlink facility.
• Oversee contribution and distribution across fiber, satellite, bonded cellular and IP video — delivering to Facebook Live, Workplace Live, YouTube, Twitch and X, plus press pool feeds.
• Oversee accessibility delivery: live captioning, caption translation and interpretation services.
• Own network design, deployment and troubleshooting for event connectivity — wired, wireless and dedicated internet — including secure builds for executive environments.
• Oversee imaging, provisioning and lifecycle management of event device fleets (laptops, iPhones, iPads).
• Provide solutions consulting to Collaboration Solutions Eng, wider Enterprise Engineering and Reality Labs.
• Review and approve technical designs and deployment plans; ensure standards are applied consistently.
• Lead SOP, runbook and documentation development; maintain task-tracking accuracy across incident, engineering, request, inspection and project work.
• Evaluate emerging technologies and industry trends related to event networking, streaming and broadcast services.
• Contribute to roadmap planning, budgeting, forecasting and capacity planning (AWS consumption, encoder and device fleet).
• 5+ years of experience in live event technology, broadcast operations, video streaming, event networking, or a related technical field; 2+ years of leading teams.
• Track record supporting top-tier, external-facing and executive productions where failure is highly visible.
• Hands-on SRT (caller/listener, passphrase, latency, CIDR allowlisting) and RTMP; RIST desirable.
• Working knowledge of AWS media services (MediaLive, MediaConnect, MediaPackage, CloudFront) and broadcast encoders/cloud transcoding.
• Familiarity with fiber, satellite, bonded cellular and IP contribution paths.
• Experience with event network deployments, Wi-Fi infrastructure, routing, switching and internet connectivity.
• Experience delivering live captioning/translation workflows.
• Experience operating within a 24/7/365 support model to defined SLAs and escalation paths.
• Proven ability to run multiple concurrent events; excellent stakeholder communication; calm judgement under live pressure.
• Willingness and ability to travel domestically and internationally.
• Leading global technical operations teams across multiple regions.
• Certifications: CTS/CTS-D/CTS-I, AWS, CCNA/CCNP, Network+ or similar.
• Event-scale device imaging and endpoint management; vendor contract negotiation.
• Managed-services or outsourced-delivery experience supporting an enterprise customer.
• Experience supporting executive and high-profile customer events.
• Familiarity with broadcast encoders, cloud transcoding environments and media distribution platforms.
• Knowledge of accessibility solutions including live captioning and interpretation services.
• Experience with project management methodologies and service delivery frameworks.
• Incident-free delivery of Tier 0–1 events; on-air incident rate and mean time to restore.
• Adherence to 24/7/365 coverage and on-call responsiveness.
• Event intake compliance and successful resourcing.
• Customer satisfaction across Meta partner teams.
• Team performance, development and retention.
• Improvement in technical standards, SOP coverage and task-tracking accuracy.
EOS is committed to creating a diverse and inclusive workplace where everyone can thrive. We believe that different perspectives, backgrounds and experiences strengthen our teams and help us deliver better outcomes for our customers and partners around the world.
We are proud to be an equal opportunity employer and welcome applications from all qualified candidates regardless of age, disability, ethnicity, gender identity or expression, marital status, nationality, race, religion or belief, sexual orientation, or any other characteristic protected by applicable law.
At EOS, belonging is at the heart of our culture. We are committed to creating an environment where every employee feels respected, valued, supported and empowered to achieve their full potential.
Success in this role will be measured by:
At EOS, we are committed to building a diverse, inclusive, and supportive workplace where everyone can thrive. We believe that different perspectives, backgrounds, and experiences make us stronger and help us deliver exceptional outcomes for our customers around the globe.
We are proud to be an equal opportunity employer and welcome applicants regardless of age, disability, ethnicity, gender identity or expression, marital status, nationality, race, religion, sexual orientation, or any other characteristic protected by applicable law.
Belonging is at the heart of our culture. We are committed to creating an environment where every employee feels respected, valued, supported, and empowered to achieve their full potential.
The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.
EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.
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