Senior Graphics Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage all incoming customer interactions via phone, chat, email, or the Global Support Portal.

• Organize case workloads based on the Global Support priority framework.

• Diagnose issues, determine solutions, and collaborate with customers to guarantee prompt resolution and satisfaction through effective communication.

• Elevate cases to the relevant departments when necessary (e.g., Professional Services).

• Take responsibility for personal performance to meet KPI targets.

• Follow the Global Support Quality Framework diligently.

• Ensure thorough and clearly communicated handovers when required.

• Proactively manage upward communication with the Global Support leadership team, voicing concerns and pinpointing areas for enhancement while proposing suitable solutions.

• Actively share knowledge and insights with peers and management.

• Participate in regular meetings with fellow Global Support Engineers to discuss common challenges and best practices, providing summaries and feedback to the Head of Support.

• Mentor new team members and assist in their onboarding through the Vizrt Buddy Program.

• Attend and engage in regular support meetings with key accounts, confidently providing case updates.

• Serve as an escalation point for Level I Support Engineers, offering coaching and guidance to team members when necessary.

• Effectively manage customer disputes, de-escalating difficult situations, and ensuring successful resolutions.

• Attend training sessions on new product offerings and conduct internal knowledge-sharing sessions for the Global Support team.

• Assume the responsibilities of the Global Support Manager during their absence or travel, including mentoring, developing, and managing the performance of Global Support Engineers.

• Confidently visit customer locations, assess installed systems, identify discrepancies, and provide improvement recommendations.

• Participate in Quarterly Business Reviews (QBRs) alongside Sales to present updates on support performance and customer cases.

• Take charge of a personal development plan and actively seek career advancement within the Vizrt Group.

⛳️ Requirements

• Bachelor's degree or equivalent professional experience.

• Over 3 years of system administration experience in a support capacity for a broadcast system integrator or software/hardware vendor.

• Familiarity with a broadcast studio environment and equipment such as automation applications, video servers, vision switchers, audio mixers, routers, robotic cameras, and NRCS systems.

• Solid understanding of news studio workflows and video technology.

• Experience in Windows and network administration.

• Strong skills in investigation and troubleshooting.

• Experience in troubleshooting mission-critical software systems.

• Proven ability to provide second-line support to customers in a professional manner.

• Proficiency in written and spoken English.

• Flexibility to work varied shifts, including travel, evenings, and weekends.

• Over 3 years of experience with Vizrt Graphics products (Viz Artist, Viz Engine, Pilot Edge, and/or Trio).

🏝️ Benefits

• Health Insurance: Comprehensive medical, dental, and vision insurance plans to support the health of you and your family.

• Paid Time Off: Generous vacation days, sick leave, and holidays to help maintain a healthy work-life balance.

• Professional Development: Opportunities for continuous training and growth.