Technical Support Engineer

As part of the Global Customer Success support team, support engineers are responsible for handling all inbound cases raised by Vizrt customers worldwide. Utilizing expertise and product knowledge, they work closely with customers to ensure timely and high-quality resolutions.

A Global Support Engineer will :

• 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, identify solutions, and communicate effectively to ensure resolution and customer satisfaction.
• Escalate cases to other departments (e.g., Professional Services) when necessary.
• Take ownership of individual performance to meet KPI expectations.
• Adhere to the Global Support Quality Framework.
• Collaborate with Pre-sales and Commercial teams to identify revenue opportunities.
• Report concerns or friction points to global support leadership.
• Share knowledge proactively with colleagues and management.
• Participate in regular meetings to review feedback and best practices, summarizing findings for the head of support.
• Mentor new team members and manage onboarding through the Vizrt buddy system.
• Contribute to support meetings with key accounts, providing confident case updates.
• Serve as an escalation point for Level I support engineers, coaching as needed.
• Handle customer conflicts confidently, diffusing dissatisfaction and ensuring resolution.
• Attend training on new products and deliver internal training sessions.
• Conduct customer site visits to resolve technical issues and engage in revenue discussions.

Minimum requirements include a college degree or equivalent experience, 3+ years in system administration support within broadcast systems, and experience with studio broadcast environments and equipment such as automation applications, video servers, vision switchers, audio mixers, routers, robotic cameras, and NRCS.

Additional qualifications include proficiency in Windows and networking system administration, troubleshooting skills, experience supporting mission-critical software, and excellent communication skills in English. Flexibility to work shifts, including nights, evenings, and weekends, is also required.

At Vizrt, our purpose is to deliver compelling stories that inspire and inform. We value diversity as a core strength and are committed to inclusion, championing a work environment free of discrimination and harassment.

The recruitment process includes :

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