Support Lead

Vista Group

4d•Hybrid

About The Position

The Support Lead is one of Vista Group’s most skilled and knowledgeable technical experts in the organization working with clients and teammates around the world, playing an important role in customer service and technical support. The role is a technical escalation point for complex and challenging issues encountered in the software, including software defect curation to expedite resolution with Engineering, influencing product and operational initiatives, and skilling up team members and clients.

Requirements

Four years or more of experience in a support or similar role with Vista Group software or the cinema industry
Strong knowledge of technologies such as SQL Server, Visual Basic, .NET, XML, web services, cloud technologies, relational databases, networking, and hardware
Demonstrated experience using and optimizing generative AI tools (large language models), including writing structured prompts and validating outputs for accuracy, tone, and suitability to assist with research, problem-solving, or drafting communication and knowledge articles.

Responsibilities

Take ownership of investigating, tracking, finding solutions, and resolving complex support issues and questions, including testing solutions before deploying to production, understanding program code and error logs, and logging software defects, in collaboration with clients, team members, vendors, and third parties around the world in various roles.
Collaborate with clients and other departments to improve the product for users and supportability, which may include making recommendations and proposals, reviewing requirements, system designs, and enhancement proposals, attending workshops or sprint reviews, as examples
Expected to perform cross-regional and cross-departmental tasks and initiatives as assigned either on an ad-hoc, temporary basis, or as part of a more formal rotation program