Global Support Engineer

Summary of Position

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 working hand in partnership with Vizrt customer base to ensure a timely and quality

resolution.

Summary of responsibilities

A Global Support engineer will:

• Accept all inbound customer contacts either by Phone, Chat, Email or through global support

portal.

• Prioritize case workload as per the global support priority process.

• Troubleshoot, identify solutions and, using effective communications work in partnership with

our customers to ensure resolution and satisfaction.

• Escalate appropriate cases where necessary to other departments (E.G. Professional

services)

• Take ownership of individual performance to achieve KPI expectations.

• Adhere to the Global Support Quality Framework expectations.

• Ensure full, effectively communicated handovers where appropriate.

• Manages upwards to global support leadership community to raise concerns/friction points

from global support offering appropriate resolutions.

• Shares knowledge & understanding with colleagues and management proactively.

• Attends regular meetings with fellow global support engineers to review common feedback &

best practice, summarizing to head of support.

• Are competent mentoring new joiners into the Global Support team, manages onboarding

though Vizrt buddy system.

• Attends & contributes to regular support meetings with key accounts, communicating case

updates confidently

• Is an escalation point for Level I support engineers, coaching knowledge & behaviors where

appropriate.

• Confident handling customer conflict, diffusing customer dissatisfaction and ensuring

resolution.

• Attends training session of new product offerings, designing and delivering internal training

back to global support team members.

• College Degree or equivalent work experience.

• 3+ years system administration experience working in support role in broadcast system

integrator or software/hardware vendors.

• 10+ years of multi-vendor network design, integration, and administration.

• Advance knowledge of network broadcasting protocols, most notably multicast, SMPTE

2110 and NDI.

• Technical experience using Vizrt and Tricaster products is an advantage.

• Good understanding of end-to-end broadcasting production workflows.

• Experience in Windows.

• Advanced investigation and troubleshooting logic, understanding industry best-practice and

tooling.

• Experience troubleshooting mission critical, real-time, software systems.

• Experience providing second line support for customers in a professional manner.

• Written & spoken English language proficiency.

• Able to work a flexible shift pattern including nights, evenings, and weekends.

Across Vizrt, we all work with our shared purpose in mind; to deliver more stories, better told. That is because we believe that stories have the power to impact not just the audience, but the teller as well. A well-crafted and well-delivered story can change the world. 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. Because that is what stories do, it is why they are important. 

4 billion humans see the stories that our customers tell every day. So, for us diversity is not an optional objective, it is a simple reality. Our customers’ customers are diverse, our customers are diverse, Vizrt gains strength from being diverse. 

It is true that we hold our diversity to be essential, it is something we constantly nourish and pay attention to, but it is not something we take for granted. We do not tolerate discrimination or harassment. We champion inclusion and we value each other’s stories, and we relish their telling.

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

Join our team and take advantage of these benefits while working in a dynamic and supportive environment.

Recruitment Process   

• Recruiter Screening 
• Team Interview 
• Case Interview
• Final Interview