As part of the Global Customer Success organization, the Global Support Engineer plays a critical role in maintaining the reliability and performance of Vizrt systems for our customers worldwide. This role focuses on delivering exceptional support through expert troubleshooting, proactive engagement, and close alignment with customer success goals.
In addition to traditional support engineer responsibilities, this position emphasizes proactive system validation, training follow-up, risk identification, and customer relationship continuity to ensure consistent operational excellence across the customer lifecycle.
Key Responsibilities
1. Technical Support Delivery
- Handle inbound customer cases via phone, chat, email, or portal, ensuring accurate prioritization and resolution following Vizrt Global Support quality framework.
- Troubleshoot complex software issues to identify solutions and minimize customer downtime.
- Strong knowledge of Viz Mosart or equivalent live production software
- Ability to connect, configure and troubleshoot external equipment connected to the automation system. Including but not limited to Audio, Graphics, Vison mixers, Camera robotics
- Understanding of end-to-end broadcast/streaming production workflows.
- Proficient in reading and understanding technical log files in XML or JSON format
- Collaborate with internal teams such as R&D, Customer Success & Professional Services to resolve deep-level or cross-departmental issues.
- Ensure complete case documentation, progress tracking, and communication within Salesforce.
- Take ownership of individual KPIs, quality standards, and development goals within the Global Support Quality Framework.
- Drive cross-functional improvement initiatives that enhance support efficiency and customer outcomes.
- Demonstrate initiative in learning new Vizrt products, technologies, and workflows to maintain up-to-date expertise.
2. Extended Support Engagement
- Participate in 30/60-day proactive check-ins to discuss customer priorities, gather feedback, and identify potential improvement areas.
- Conduct proactive system audits to confirm installed versions, review system stability, identify misconfigurations, and escalate licensing or documentation gaps.
- Engage in usage validation by confirming that deployed tools are being actively utilized and performing as expected.
- Follow up on customer training progress, ensure completion of Viz University courses, and recommend additional learning resources.
- Maintain visibility of customer status by flagging risks or blockers to Sales, Account Management, or Success teams.
- Participate in support health monitoring, reviewing ticket history, encouraging NPS completion, and identifying recurring trends.
- Promote awareness of new releases, features, and managed services opportunities aligned with customer needs.
3. Customer Communication and Relationship
- Represent Vizrt Support in regular customer calls, reviews, and meetings, including QBRs in partnership with commercial teams.
- Proactively communicate updates, risks, and recommendations in a clear, structured manner.
- Manage escalations professionally, restoring confidence and satisfaction through transparent engagement and issue ownership.
- Collaborate with Marketing or Success teams to identify case-study or testimonial opportunities when customer outcomes are strong.
4. Knowledge Sharing and Team Collaboration
- Mentor new joiners through the Vizrt support onboarding, providing coaching on tools, processes, and best practices.
- Contribute to team knowledge bases by documenting troubleshooting techniques and lessons learned.
- Participate in regular support meetings to share customer insights, identify patterns, and propose process or product improvements.
- Provide internal product training or feature briefings to the support team following new releases or upgrades.
Requirements
- College degree or equivalent work experience
- 3+ years’ experience in a system administration or technical support role within a broadcast, media, or IT systems integrator environment
- Strong understanding of live and automated studio workflows, including video servers, automation systems, routers, and newsroom integration
- 5+ years IT experience with 3+ years Vizrt product experience beneficial
- Solid knowledge of Windows OS, networking, and system diagnostics
- Demonstrated ability to troubleshoot mission-critical applications and distributed systems
- Excellent communication and conflict-resolution skills in a customer-facing environment
- Proficiency in written and spoken English
- Availability to work flexible shifts pattern in agreement with line manager
Benefits
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
