Vizrt
Graphics Senior Technical Support Engineer
United States · Senior
Sponsorship not specifiedDetected 14 days ago
Customer SuccessCustomer SupportLeadershipCommunicationMentoring
About the role
- Escalate cases to the appropriate departments when necessary (e.g., Professional Services).
- Take ownership of individual performance to achieve KPI targets.
- Ensure complete and effectively communicated handovers when appropriate.
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.
- Adhere to the Global Support Quality Framework.
- Proactively manage upward communication with the Global Support leadership team, raising concerns and identifying areas for improvement while recommending appropriate solutions.
- 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.
- 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.
Requirements
- College degree or equivalent work experience.
- Experience with Windows and network administration.
- Written and spoken English proficiency.
Benefits
- Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy
- Generous vacation days, sick leave, and holidays to ensure you have a work-life balance
- 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.
- Opportunities for ongoing training Join our team and take advantage of these benefits while working in a dynamic and supportive environment.
Company info
- Summary of 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.
- Troubleshoot issues, identify solutions, and work in partnership with customers to ensure timely resolution and customer satisfaction through effective communication.
- Experience providing second-line support to customers in a professional manner.
This listing is sourced directly from Vizrt's careers page and normalized into a canonical job model.