Role Description As part of the Global Customer Success Support team, the Support Engineer is responsible for handling all inbound cases raised by Vizrt customers across the globe. Using technical expertise and product knowledge, the Support Engineer works in partnership with Vizrt customers to ensure timely, high-quality resolutions. A Global Support Engineer will: - 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. Qualifications - 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. Recruitment Process - Recruiter Screening - Team Interview - Case Interview - Final Interview

• Manage day-to-day vendor operations, including billing reconciliation, performance reporting, and system access provisioning/remediation • Coordinate meetings, monitor calls, and facilitate resolution of technology-related issues with appropriate teams • Support the implementation and oversight of risk and compliance initiatives, ensuring alignment with internal policies and regulatory requirements • Serve as a first line of defense by monitoring business controls and identifying risks or control gaps • Conduct business control self-assessments and support process governance and documentation efforts • Partner with Legal, Compliance, Internal Audit, and Risk teams to ensure proper adherence to frameworks and controls • Identify control failures, provide recommendations, and support remediation planning and execution • Assist with regulatory and litigation-related requests, ensuring proper documentation and response • Support process improvement initiatives and contribute to strengthening operational workflows • Analyze data and generate insights to improve reporting, vendor performance, and business decision-making • Collaborate with cross-functional stakeholders to support projects, programs, and ad-hoc initiatives • Create and present reports and materials to support leadership decision-making

• Work with internal teams, education organisation partners, education staff, external providers and external platform teams to understand operational needs in detail. • Map workflows, systems, handovers, data flows, permissions, reporting needs and dependencies. • Identify manual workarounds, duplication, missing information, inefficiencies and automation opportunities. • Engage with external providers and platform partners to understand capabilities, APIs, data models, documentation, technical requirements and limitations. • Analyse how data is captured, transformed, reported and used across operational workflows. • Translate findings into business requirements, functional requirements, data requirements, user stories, process maps, acceptance criteria and test cases. • Define how products, workflows and integrations should work, including roles, rules, data inputs, outputs, exceptions and edge cases. • Work with engineers throughout development to validate feasibility, clarify requirements, resolve ambiguity, assess trade-offs and adapt workflows or requirements where needed. • Support product discovery, platform evaluation, proof-of-concept work, pilot testing and stakeholder validation. • Test products, workflows, automations, data outputs and integrations before wider rollout. • Verify with stakeholders that delivered solutions satisfy the original requirements. • Maintain clear documentation of requirements, workflows, decisions, risks, feedback, changes and open questions.

• Work with internal teams, education organisation partners, education staff, external providers and external platform teams to understand operational needs in detail. • Map workflows, systems, handovers, data flows, permissions, reporting needs and dependencies. • Identify manual workarounds, duplication, missing information, inefficiencies and automation opportunities. • Engage with external providers and platform partners to understand capabilities, APIs, data models, documentation, technical requirements and limitations. • Analyse how data is captured, transformed, reported and used across operational workflows. • Translate findings into business requirements, functional requirements, data requirements, user stories, process maps, acceptance criteria and test cases. • Define how products, workflows and integrations should work, including roles, rules, data inputs, outputs, exceptions and edge cases. • Work with engineers throughout development to validate feasibility, clarify requirements, resolve ambiguity, assess trade-offs and adapt workflows or requirements where needed. • Support product discovery, platform evaluation, proof-of-concept work, pilot testing and stakeholder validation. • Test products, workflows, automations, data outputs and integrations before wider rollout. • Verify with stakeholders that delivered solutions satisfy the original requirements. • Maintain clear documentation of requirements, workflows, decisions, risks, feedback, changes and open questions.