Senior Graphics Technical Support Engineer

Vizrt

Support 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.

Posted 7/9/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in system administration and customer support within a broadcast environment, with a strong focus on troubleshooting, effective communication, and mentoring. Proficient in managing customer relationships and ensuring satisfaction through proactive problem-solving and adherence to quality standards.

Highest-signal resume keywords

System AdministrationBroadcast Studio ExperienceTroubleshooting SkillsVizrt Graphics ProductsCustomer Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

System AdministrationTroubleshootingWindows AdministrationNetwork AdministrationBroadcast EquipmentAutomation ApplicationsVideo ServersAudio MixersRobotic CamerasNRCS Systems

Soft Skills

Effective CommunicationMentoringConflict ResolutionTeam CollaborationProactive Problem-Solving

Tools & Technologies

Viz ArtistViz EnginePilot EdgeTrio

Industry Keywords

Broadcast System IntegratorNews Studio WorkflowsCustomer SatisfactionKPI TargetsGlobal Support

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