Graphics Senior Technical Support Engineer

Vizrt

5d•Hybrid

About The Position

As part of the Global Customer Success Support team, the Support Engineer is responsible for handling all inbound cases raised by Vizrt customers across the globe. Using technical expertise and product knowledge, the Support Engineer works in partnership with Vizrt customers to ensure timely, high-quality resolutions.

Requirements

College degree or equivalent work experience.
3+ years of system administration experience working in a support role for a broadcast system integrator or software/hardware vendor.
Experience in a broadcast studio environment and with equipment such as automation applications, video servers, vision switchers, audio mixers, routers, robotic cameras, and NRCS systems.
Good understanding of news studio workflows and video technology.
Experience with Windows and network administration.
Strong investigation and troubleshooting skills.
Experience troubleshooting mission-critical software systems.
Experience providing second-line support to customers in a professional manner.
Written and spoken English proficiency.
Ability to work a flexible shift pattern, including travel, evenings, and weekends.
3+ years of experience with Vizrt Graphics products (Viz Artist, Viz Engine, Pilot Edge, and/or Trio)

Responsibilities

Accept all inbound customer contacts via phone, chat, email, or the Global Support Portal.
Prioritize case workload according to the Global Support priority process.
Troubleshoot issues, identify solutions, and work in partnership with customers to ensure timely resolution and customer satisfaction through effective communication.
Escalate cases to the appropriate departments when necessary (e.g., Professional Services).
Take ownership of individual performance to achieve KPI targets.
Adhere to the Global Support Quality Framework.
Ensure complete and effectively communicated handovers when appropriate.
Proactively manage upward communication with the Global Support leadership team, raising concerns and identifying areas for improvement while recommending appropriate solutions.
Proactively share knowledge and expertise with colleagues and management.
Attend regular meetings with fellow Global Support Engineers to review common issues and best practices, providing summaries and feedback to the Head of Support.
Mentor new team members and support their onboarding through the Vizrt Buddy Program.
Attend and contribute to regular support meetings with key accounts, confidently communicating case updates.
Act as an escalation point for Level I Support Engineers, coaching and mentoring team members where appropriate.
Confidently handle customer conflicts, de-escalate challenging situations, and ensure successful resolution.
Attend training sessions on new product offerings and deliver internal knowledge-sharing sessions to the Global Support team.
Cover the responsibilities of the Global Support Manager during periods of absence or travel, including coaching, developing, and performance-managing Global Support Engineers.
Confidently visit customer sites, review installed systems, identify variances, and provide recommendations for improvement.
Participate in Quarterly Business Reviews (QBRs) alongside Sales to provide updates on support performance and customer cases.
Take ownership of a personal development plan and actively pursue career growth within the Vizrt Group.