Senior Graphics Technical Support Engineer
Location
United States
Posted
1 day ago
Salary
0
Seniority
Senior
Job Description
Senior Graphics Technical Support Engineer
Vizrt
• 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 issues, identify solutions, and work in partnership with customers to ensure timely resolution and customer satisfaction through effective communication. • Escalate cases to the appropriate departments when necessary (e.g., Professional Services). • Take ownership of individual performance to achieve KPI targets. • Adhere to the Global Support Quality Framework. • Ensure complete and effectively communicated handovers when appropriate. • Proactively manage upward communication with the Global Support leadership team, raising concerns and identifying areas for improvement while recommending appropriate solutions. • Proactively share knowledge and expertise with colleagues and management. • Attend regular meetings with fellow Global Support Engineers to review common issues and best practices, providing summaries and feedback to the Head of Support. • Mentor new team members and support their onboarding through the Vizrt Buddy Program. • Attend and contribute to regular support meetings with key accounts, confidently communicating case updates. • Act as an escalation point for Level I Support Engineers, coaching and mentoring team members where appropriate. • Confidently handle customer conflicts, de-escalate challenging situations, and ensure successful resolution. • Attend training sessions on new product offerings and deliver internal knowledge-sharing sessions to the Global Support team. • Cover the responsibilities of the Global Support Manager during periods of absence or travel, including coaching, developing, and performance-managing Global Support Engineers. • Confidently visit customer sites, review installed systems, identify variances, and provide recommendations for improvement. • Participate in Quarterly Business Reviews (QBRs) alongside Sales to provide updates on support performance and customer cases. • Take ownership of a personal development plan and actively pursue career growth within the Vizrt Group.
Job Requirements
- College degree or equivalent work experience.
- 3+ years of system administration experience working in a support role for a broadcast system integrator or software/hardware vendor.
- Experience in a broadcast studio environment and with equipment such as 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 support to customers 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 (Viz Artist, Viz Engine, Pilot Edge, and/or Trio)
Benefits
- 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
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