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Senior Graphics Technical Support Engineer
VizrtSupport Engineer in the Global Customer Success Support team, handling inbound cases for Vizrt customers. Ensuring timely, high-quality resolutions through technical expertise and product knowledge.
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 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
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
System AdministrationTroubleshootingWindows AdministrationNetwork AdministrationBroadcast EquipmentAutomation ApplicationsVideo ServersAudio MixersRobotic CamerasNRCS Systems
Soft Skills
Effective CommunicationMentoringConflict ResolutionTeam CollaborationProactive Problem-Solving