Graphics Senior Technical Support Engineer

Responsibilities

• Handle inbound customer cases globally via phone, chat, email, or the Global Support Portal
• Troubleshoot complex issues and identify solutions to ensure high-quality technical resolutions
• Prioritize case workloads and manage escalations to appropriate departments
• Act as an escalation point for Level I Support Engineers, providing coaching and mentorship
• Proactively share technical knowledge and expertise with colleagues and management
• Manage customer conflicts and de-escalate challenging situations professionally
• Conduct customer site visits to review installed systems and provide improvement recommendations
• Participate in Quarterly Business Reviews (QBRs) alongside Sales to update customers on support performance

Requirements

• College degree or equivalent professional work experience
• 3+ years of system administration experience in a broadcast support role
• 3+ years of experience with Vizrt Graphics products (Viz Artist, Viz Engine, Pilot Edge, and/or Trio)
• Experience with broadcast studio equipment, including automation, video servers, and NRCS systems
• Strong knowledge of news studio workflows and video technology
• Proficiency in Windows and network administration
• Proven ability to troubleshoot mission-critical software systems
• Excellent written and spoken English proficiency
• Ability to work a flexible shift pattern, including evenings, weekends, and travel

Benefits

• Comprehensive medical, dental, and vision insurance plans
• Generous paid time off, including vacation days, sick leave, and holidays
• Opportunities for ongoing professional development and training

About the Company

Vizrt provides software-defined visual storytelling tools to the world’s storytellers across broadcast, media, enterprise, and education. We are dedicated to helping our customers deliver more stories, better told, through innovation and a commitment to diversity and inclusion.