Senior Technical Support Engineer

Overview

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. The position emphasizes proactive system validation, training follow-up, risk identification, and customer relationship continuity to ensure consistent operational excellence across the customer lifecycle.

• 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, Vision 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

• 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

• 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

• 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

• 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,…