Job Opportunities API

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 embrace AI as a core tool in how we work. In engineering and technical roles, you'll be expected to use AI assistants and tools daily — from writing and reviewing code to debugging, prototyping, and automating workflows. AI isn't a novelty here; it's part of the standard engineering toolkit. We believe that engineers who leverage AI effectively can move faster, produce higher-quality work, and focus on the most impactful problems. We're not looking for perfection in prompt crafting — we're looking for people who are curious, adaptive, and ready to integrate AI into their everyday work. If you're excited about using AI to accelerate your impact, you'll thrive here. What are the responsibilities of the role? p]:inline" data-streamdown="list-item">Lead, coach, and grow a distributed IT support team based across EMEA and India, setting clear expectations and owning hiring, performance, and professional development p]:inline" data-streamdown="list-item">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 p]:inline" data-streamdown="list-item">Build and operate a follow-the-sun coverage model using EMEA and India working hours, with well-defined cross-region handoff processes p]:inline" data-streamdown="list-item">Own end-to-end employee support operations including incident response, request fulfillment, onboarding, offboarding, and white-glove support for leadership p]:inline" data-streamdown="list-item">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 p]:inline" data-streamdown="list-item">Manage service desk workflow and ticketing in Jira Service Management, including intake, triage, routing, escalation, and continuous improvement of runbooks and knowledge articles p