Global Support Engineer

As part of the Global Customer Success support team, the support engineers are responsible for handling all inbound cases raised by Vizrt customers across the globe. Using expertise and product knowledge, they work in partnership with the Vizrt customer base to ensure timely and quality resolutions.

Summary of Responsibilities

1. Accept all inbound customer contacts either by Phone, Chat, Email or through global support portal.
2. Prioritize case workload as per the global support priority process.
3. Troubleshoot, identify solutions, and, using effective communications, work in partnership with our customers to ensure resolution and satisfaction.
4. Escalate appropriate cases where necessary to other departments (e.g., Professional services).
5. Take ownership of individual performance to achieve KPI expectations.
6. Adhere to the Global Support Quality Framework expectations.
7. Ensure full, effectively communicated handovers where appropriate.
8. Manage upwards to the global support leadership community to raise concerns/friction points from global support, offering appropriate resolutions.
9. Share knowledge & understanding with colleagues and management proactively.
10. Attend regular meetings with fellow global support engineers to review common feedback & best practices, summarizing to the head of support.
11. Mentor new joiners into the Global Support team, managing onboarding through Vizrt buddy system.
12. Attend & contribute to regular support meetings with key accounts, communicating case updates confidently.
13. Act as an escalation point for Level I support engineers, coaching knowledge & behaviors where appropriate.
14. Confidently handle customer conflict, diffusing customer dissatisfaction and ensuring resolution.
15. Attend training sessions of new product offerings, designing and delivering internal training back to global support team members.

Requirements

1. College Degree or equivalent work experience.
2. 3+ years system administration experience working in a support role in broadcast system integrator or software/hardware vendors.
3. 10+ years of multi-vendor network design, integration, and administration.
4. Advanced knowledge of network broadcasting protocols, most notably multicast, SMPTE 2110, and NDI.
5. Technical experience using Vizrt and Tricaster products is an advantage.
6. Good understanding of end-to-end broadcasting production workflows.
7. Experience in Windows.
8. Advanced investigation and troubleshooting logic, understanding industry best practices and tooling.
9. Experience troubleshooting mission-critical, real-time, software systems.
10. Experience providing second-line support for customers in a professional manner.
11. Written & spoken English language proficiency.
12. Able to work a flexible shift pattern including nights, evenings, and weekends.

Benefits

Across Vizrt, we all work with our shared purpose in mind; to deliver more stories, better told. We believe that stories have the power to impact not just the audience, but the teller as well. We strive and innovate to deliver the best software-defined visual storytelling tools to the world\’s storytellers across broadcast, media, public service, enterprise, not-for-profit, education, health, houses of worship, in fact wherever there is a need to educate, entertain or inform.

We offer a comprehensive benefits package that includes:

• Health Insurance: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
• Paid Time Off: Generous vacation days, sick leave, and holidays to ensure you have a work-life balance.
• Professional Development: Opportunities for ongoing training.

Recruitment Process

1. Recruiter Screening
2. Team Interview
3. Case Interview
4. Final Interview

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Information Technology

Industries

Technology, Information and Internet

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