Graphics Senior Technical Support Engineer

Vizrt is a company focused on delivering innovative software-defined visual storytelling tools. The Graphics Senior Technical Support Engineer is responsible for handling inbound customer cases, troubleshooting issues, and ensuring high-quality resolutions in partnership with customers.

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

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)