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Graphics Senior Technical Support Engineer

4 hours, 5 minutes ago
United States
Full-time
Senior
Technical Support Engineer
DevOps and Infrastructure
Apply Now
Vizrt

Vizrt

Vizrt is the global leader in visual storytelling tools for media creators, offering software solutions for 3D graphics, video playout, sports analysis, and more to enhance creativity and efficiency.

Internet Software & Services
251-1K
Founded 1999
View All Jobs

Description

  • Accept inbound customer contacts via phone, chat, email, and the Global Support Portal.
  • Prioritize and manage case workload according to the Global Support priority process.
  • Troubleshoot issues, identify solutions, and drive timely case resolution with customers.
  • Escalate cases to the appropriate departments when needed, including Professional Services.
  • Meet KPI targets and adhere to the Global Support Quality Framework.
  • Ensure clear handovers and maintain effective communication across support teams and leadership.
  • Share knowledge with colleagues, mentor new team members, and support onboarding through the Buddy Program.
  • Act as an escalation point for Level I Support Engineers and coach team members as needed.
  • Participate in customer meetings, including key account support reviews and Quarterly Business Reviews.
  • Train on new product offerings, deliver internal knowledge-sharing sessions, and support customer site visits and system reviews.
  • Cover Global Support Manager responsibilities during absences, including coaching and performance management of the team.
  • Own a personal development plan and pursue career growth within the Vizrt Group.

Requirements

  • College degree or equivalent work experience.
  • 3+ years of system administration experience in a support role for a broadcast system integrator or software/hardware vendor.
  • Experience in a broadcast studio environment with 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 customer support 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 such as Viz Artist, Viz Engine, Pilot Edge, and/or Trio.

Benefits

  • Comprehensive medical, dental, and vision insurance.
  • Generous paid time off, including vacation days, sick leave, and holidays.
  • Ongoing training and professional development opportunities.
  • A dynamic and supportive work environment.
  • Opportunity to work for a company focused on global visual storytelling and diversity and inclusion.

Interested in this position?

Apply directly on the company website

Apply Now

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