Technical Support Manager
What the posting says
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 [email protected].
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.
By providing your information, you acknowledge that you want Roku to contact you about job roles, that you have read Roku's Applicant Privacy Notice, and understand that Roku will use your information as described in that notice. If you do not wish to receive any communications from Roku regarding this role or similar roles in the future, you may unsubscribe at any time by emailing [email protected].
Quality
- x Salary range stated weight 35%
- x Remote policy stated weight 20%
- + Location stated weight 15%
- + Organisation stated weight 15%
- + Publication date stated weight 15%
Based on 207 observation(s).
- + Days open - fineOpen for 46 days so far
- + Reopen count - fineNever reopened
- + Salary range removed after publication - fineSalary range has not been removed since publication
- + Salary range narrowed - fineSalary range has not narrowed since publication
- + Missing/reappear cycles - fineNo missing-then-reappeared cycles observed
Timeline
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-
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-
~
#587420 2026-09-05 09:53 UTCModified
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~
#589649 2026-09-05 13:57 UTCModified
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~
#591189 2026-09-05 17:57 UTCModified
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~
#594914 2026-09-05 23:47 UTCModified
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~
#596898 2026-09-06 03:48 UTCModified
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~
#599456 2026-09-06 07:48 UTCModified
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~
#602362 2026-09-06 11:49 UTCModified
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~
#604722 2026-09-06 15:49 UTCModified
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~
#609079 2026-09-06 23:49 UTCModified
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~
#613342 2026-09-07 07:50 UTCModified
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~
#619645 2026-09-07 15:53 UTCModified
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~
#623303 2026-09-07 19:53 UTCModified
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~
#626216 2026-09-07 23:53 UTCModified
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~
#628574 2026-09-08 03:53 UTCModified
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~
#635281 2026-09-08 11:56 UTCModified
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~
#638530 2026-09-08 15:56 UTCModified
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~
#642719 2026-09-08 19:58 UTCModified
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~
#646787 2026-09-08 23:59 UTCModified
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~
#651787 2026-09-09 08:00 UTCModified
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~
#655916 2026-09-09 12:01 UTCModified
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~
#659700 2026-09-09 16:02 UTCModified
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~
#663494 2026-09-09 20:02 UTCModified
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~
#674208 2026-09-10 08:13 UTCModified
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~
#677100 2026-09-10 12:14 UTCModified
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~
#681701 2026-09-10 16:15 UTCModified
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~
#686183 2026-09-10 20:16 UTCModified
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~
#692377 2026-09-11 04:18 UTCModified
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2026-09-10T16:08:15-04:00->2026-09-11T00:07:29-04:00
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~
#700038 2026-09-11 13:21 UTCModified
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~
#704050 2026-09-11 17:29 UTCModified
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~
#708024 2026-09-11 21:31 UTCModified
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~
#710814 2026-09-12 01:32 UTCModified
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2026-09-11T16:08:08-04:00->2026-09-11T20:07:35-04:00
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~
#715151 2026-09-12 09:32 UTCModified
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~
#716801 2026-09-12 13:32 UTCModified
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~
#718113 2026-09-12 17:32 UTCModified
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~
#720222 2026-09-12 21:32 UTCModified
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2026-09-12T12:09:00-04:00->2026-09-12T16:07:23-04:00
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~
#724514 2026-09-13 05:32 UTCModified
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2026-09-12T16:07:23-04:00->2026-09-13T00:07:25-04:00
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~
#727006 2026-09-13 09:32 UTCModified
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2026-09-13T00:07:25-04:00->2026-09-13T04:08:20-04:00
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~
#733426 2026-09-13 21:33 UTCModified
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2026-09-13T04:08:20-04:00->2026-09-13T16:07:21-04:00
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~
#735114 2026-09-14 01:34 UTCModified
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2026-09-13T16:07:21-04:00->2026-09-13T20:07:11-04:00
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~
#736795 2026-09-14 05:35 UTCModified
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2026-09-13T20:07:11-04:00->2026-09-14T00:07:13-04:00
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~
#740722 2026-09-14 09:37 UTCModified
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~
#748252 2026-09-14 17:44 UTCModified
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~
#754586 2026-09-14 21:44 UTCModified
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2026-09-14T12:09:21-04:00->2026-09-14T16:17:58-04:00
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~
#758696 2026-09-15 01:44 UTCModified
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~
#765491 2026-09-15 09:44 UTCModified
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~
#773254 2026-09-15 17:46 UTCModified
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~
#778441 2026-09-15 21:47 UTCModified
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2026-09-15T12:10:30-04:00->2026-09-15T16:08:18-04:00
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~
#795300 2026-09-16 17:51 UTCModified
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~
#801436 2026-09-16 21:52 UTCModified
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2026-09-16T12:09:21-04:00->2026-09-16T16:08:22-04:00
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~
#805271 2026-09-17 01:53 UTCModified
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2026-09-16T16:08:22-04:00->2026-09-16T20:07:34-04:00
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~
#808026 2026-09-17 05:54 UTCModified
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~
#811088 2026-09-17 09:55 UTCModified
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~
#814286 2026-09-17 13:55 UTCModified
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~
#817682 2026-09-17 17:56 UTCModified
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2026-09-17T08:07:28-04:00->2026-09-17T12:08:32-04:00
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~
#824564 2026-09-18 01:58 UTCModified
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~
#827055 2026-09-18 05:59 UTCModified
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2026-09-17T20:07:29-04:00->2026-09-18T00:07:31-04:00
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~
#831521 2026-09-18 10:02 UTCModified
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~
#836972 2026-09-18 14:08 UTCModified
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~
#841941 2026-09-18 18:08 UTCModified
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~
#849985 2026-09-18 22:09 UTCModified
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~
#854491 2026-09-19 02:09 UTCModified
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~
#857299 2026-09-19 06:09 UTCModified
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~
#859855 2026-09-19 10:10 UTCModified
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~
#862265 2026-09-19 14:11 UTCModified
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~
#867845 2026-09-19 22:11 UTCModified
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~
#872171 2026-09-20 06:12 UTCModified
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~
#874652 2026-09-20 10:12 UTCModified
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~
#878213 2026-09-20 14:13 UTCModified
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-
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-
~
#882389 2026-09-20 22:15 UTCModified
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2026-09-20T08:06:56-04:00->2026-09-20T16:06:59-04:00
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~
#884991 2026-09-21 02:16 UTCModified
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~
#890145 2026-09-21 10:18 UTCModified
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-
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~
#902984 2026-09-21 18:20 UTCModified
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-
~
#909731 2026-09-21 22:25 UTCModified
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-
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~
#913051 2026-09-22 02:27 UTCModified
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~
#916140 2026-09-22 06:27 UTCModified
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~
#923170 2026-09-22 14:32 UTCModified
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~
#935275 2026-09-23 02:35 UTCModified
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2026-09-22T08:07:25-04:00->2026-09-22T20:07:23-04:00
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-
~
#937919 2026-09-23 06:36 UTCModified
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2026-09-22T20:07:23-04:00->2026-09-23T00:07:13-04:00
-
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-
~
#941830 2026-09-23 10:37 UTCModified
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2026-09-23T00:07:13-04:00->2026-09-23T04:08:17-04:00
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~
#947256 2026-09-23 14:38 UTCModified
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2026-09-23T04:08:17-04:00->2026-09-23T08:07:18-04:00
-
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~
#953421 2026-09-23 18:45 UTCModified
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-
~
#957578 2026-09-23 22:46 UTCModified
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2026-09-23T12:09:36-04:00->2026-09-23T16:54:03-04:00
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-
~
#960717 2026-09-24 02:47 UTCModified
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2026-09-23T16:54:03-04:00->2026-09-23T20:07:22-04:00
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-
~
#963847 2026-09-24 06:48 UTCModified
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2026-09-23T20:07:22-04:00->2026-09-24T00:07:49-04:00
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-
~
#968041 2026-09-24 10:49 UTCModified
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2026-09-24T00:07:49-04:00->2026-09-24T04:08:02-04:00
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~
#985033 2026-09-24 22:52 UTCModified
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2026-09-24T04:08:02-04:00->2026-09-24T16:07:51-04:00
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-
~
#988475 2026-09-25 02:53 UTCModified
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2026-09-24T16:07:51-04:00->2026-09-24T20:07:21-04:00
-
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-
~
#991087 2026-09-25 06:54 UTCModified
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2026-09-24T20:07:21-04:00->2026-09-25T00:06:54-04:00
-
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-
~
#995761 2026-09-25 10:55 UTCModified
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-
~
#1001012 2026-09-25 15:02 UTCModified
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-
~
#1004154 2026-09-25 19:02 UTCModified
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2026-09-25T08:07:30-04:00->2026-09-25T12:11:16-04:00
-
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-
~
#1008211 2026-09-25 23:02 UTCModified
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2026-09-25T12:11:16-04:00->2026-09-25T16:07:41-04:00
-
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-
~
#1011188 2026-09-26 03:02 UTCModified
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2026-09-25T16:07:41-04:00->2026-09-25T20:07:13-04:00
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-
~
#1013850 2026-09-26 07:03 UTCModified
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-
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-
~
#1015750 2026-09-26 11:04 UTCModified
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2026-09-26T00:07:08-04:00->2026-09-26T04:07:48-04:00
-
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-
~
#1018264 2026-09-26 15:04 UTCModified
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2026-09-26T04:07:48-04:00->2026-09-26T08:06:41-04:00
-
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-
~
#1023616 2026-09-26 23:06 UTCModified
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2026-09-26T08:06:41-04:00->2026-09-26T16:07:00-04:00
-
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-
~
#1025905 2026-09-27 03:07 UTCModified
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2026-09-26T16:07:00-04:00->2026-09-26T20:06:48-04:00
-
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-
~
#1027359 2026-09-27 07:08 UTCModified
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2026-09-26T20:06:48-04:00->2026-09-27T00:07:08-04:00
-
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-
~
#1034954 2026-09-27 19:11 UTCModified
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2026-09-27T00:07:08-04:00->2026-09-27T12:10:36-04:00
-
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-
~
#1037500 2026-09-27 23:11 UTCModified
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2026-09-27T12:10:36-04:00->2026-09-27T16:06:42-04:00
-
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-
~
#1039312 2026-09-28 03:12 UTCModified
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2026-09-27T16:06:42-04:00->2026-09-27T20:06:46-04:00
-
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-
~
#1041335 2026-09-28 07:14 UTCModified
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2026-09-27T20:06:46-04:00->2026-09-28T00:07:03-04:00
-
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-
~
#1044631 2026-09-28 11:15 UTCModified
-
source_updated_at
2026-09-28T00:07:03-04:00->2026-09-28T04:07:26-04:00
-
source_updated_at
-
~
#1052752 2026-09-28 19:28 UTCModified
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#1055353 2026-09-28 23:28 UTCModified
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#1057719 2026-09-29 03:29 UTCModified
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#1064245 2026-09-29 11:29 UTCModified
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#1074761 2026-09-29 19:37 UTCModified
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#1078585 2026-09-29 23:41 UTCModified
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#1084093 2026-09-30 03:41 UTCModified
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#1089613 2026-09-30 11:41 UTCModified
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#1093868 2026-09-30 15:41 UTCModified
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#1097628 2026-09-30 19:43 UTCModified
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#1101195 2026-09-30 23:52 UTCModified
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#1103969 2026-10-01 03:52 UTCModified
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#1107209 2026-10-01 07:56 UTCModified
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#1110342 2026-10-01 11:57 UTCModified
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#1146010 2026-10-03 00:36 UTCModified
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#1149668 2026-10-03 04:37 UTCModified
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#1151965 2026-10-03 08:38 UTCModified
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