Technical Support Engineer - Graphics

The Technical Support Engineer - Graphics role plays a critical role in maintaining the reliability and performance of Vizrt systems for customers worldwide. The role involves delivering exceptional support through expert troubleshooting, proactive engagement, and close alignment with customer success goals. Responsibilities include technical support delivery, extended support engagement, customer communication and relationship, and knowledge sharing and team collaboration.

Requirements

• 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.
• Collaborate with internal teams such as R&D, Customer Success & Professional Services to resolve deep-level or cross-departmental issues.
• 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.
• Represent Vizrt Support in regular customer calls, reviews, and meetings, including QBRs in partnership with commercial teams.
• 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.
• Provide internal product training or feature briefings to the support team following new releases or upgrades.

Benefits

• Competitive compensation
• Paid vacation
• Medical insurance
• Provident fund contributions