• Triage and troubleshoot support issues, when required escalate to project or product engineering teams. • Analyze system behavior using observability tools—logs, metrics, tracing—to diagnose root causes of incidents in distributed systems. • Debug application code (primarily in .NET or NodeJS) and, when required, contribute fixes or code-level solutions. • Take ownership of technical issues by directly investigating and resolving problems at the code level, including identifying root causes and implementing fixes when necessary. • Work closely with our technical stack (AWS, Azure, GCP, Kubernetes, Dapr, Terraform, Temporal, Mongo Atlas, PostgreSQL) and our platform languages (.NET, NodeJS, Java). • Configure enterprise monitoring solutions. • Conduct thorough post-incident reviews to identify root causes and implement preventive measures. • Automate support needs, develop runbooks, improve and maintain support tools. • Participate in infrastructure capacity planning, demand forecasting, software performance analysis and systems tuning. • Understand our product offerings and continuously look for ways to improve the engineering support experience and platform engineering tooling. • Participate in R&D / explorations / automation with AI. • Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution. • Participate in strategic discussions around customer lifecycle, retention, and satisfaction.

Role Description You will play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Customer Support team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast-paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter comfortable working with internal and external customers. - Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance. - Coordinate closely with Engineering and Product Management on all product issues & releases. - Develop positive customer and cultural relations. - Assist in the translation, maintenance, and updating of technical documentation associated with the product line. Qualifications - Bachelor’s degree or applicant with experience working in a customer support role. - Fluent spoken/written English. - Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure. - Excellent computer skills. - Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux). - A good understanding of Microsoft Office products. - Excellent planning and organizational skills. - Ability to work with sensitive and confidential material and possess excellent judgment. - Weekend work and early/late hours required. Requirements - Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L. - Broad understanding of web technologies and Software as a Service (SaaS). Benefits - Remote First Culture. - Health Care Coverage*. - Education Reimbursement*. - Competitive Paid Time Off. - Self-Care Days. - National Holidays*. - 2 Founder Days + Juneteenth Observed. - Paid Volunteer Time*. - Charitable contribution match*. - Monthly Wellness or Home Office Reimbursement*. - Access to Modern Health (mental health platform). - Parental Leave*. - Retirement Plan with match/contribution*.

Role Description You will play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Customer Support team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast-paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter comfortable working with internal and external customers. - Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance. - Coordinate closely with Engineering and Product Management on all product issues & releases. - Develop positive customer and cultural relations. - Assist in the translation, maintenance, and updating of technical documentation associated with the product line. Qualifications - Bachelor’s degree or applicant with experience working in a customer support role. - Fluent spoken/written English. - Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure. - Excellent computer skills. - Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux). - A good understanding of Microsoft Office products. - Excellent planning and organizational skills. - Ability to work with sensitive and confidential material and possess excellent judgment. - Weekend work and early/late hours required. Requirements - Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L. - Broad understanding of web technologies and Software as a Service (SaaS). Benefits - Remote First Culture. - Health Care Coverage* - Education Reimbursement* - Competitive Paid Time Off. - Self-Care Days. - National Holidays* - 2 Founder Days + Juneteenth Observed. - Paid Volunteer Time* - Charitable contribution match* - Monthly Wellness or Home Office Reimbursement/* - Access to Modern Health (mental health platform). - Parental Leave* - Retirement Plan with match/contribution*

• 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.