We are looking for a technically proficient and client-focused professional to provide architectural guidance, hands-on support, and seamless communication between clients and our CS & product development team. This role involves identifying technical & operational challenges, implementing effective solutions, and ensuring customer feedback drives future product enhancements. By combining technical expertise with strategic collaboration, you will play a key role in driving adoption and optimizing both customer experience and product innovation. Customer Adoption and Utilization: Drive and enhance customer adoption of products, solutions, and workflows through proactive engagement and evangelization Work closely with key account stakeholders to understand their operational needs and align product utilization accordingly Should act as an expert / advisor for solutions used within client infrastructure Operations Support and Coordination: Coordinate operational support to ensure seamless integration and functionality of products within the customers environment. Ensure adoption of solution is maximised across all Vizrt products & solutions Coordinate with support teams to address technical issues promptly and effectively, ensuring minimal disruption to customer operations. Escalate appropriately Cross-Functional Collaboration: Collaborate with internal CS teams including support, professional services, presales, and sales to deliver cohesive customer experiences Facilitate knowledge sharing and best practices across teams to optimize product performance and customer satisfaction Feedback and Product Improvement: Gather and analyze customer feedback to identify product enhancement opportunities. Channelling this feedback to Vizrt Provide actionable insights to the Vizrt Product Development team to improve product performance, usability, and value proposition Technical Expertise and Training: Serve as a technical subject matter expert for the customer, offering guidance on product features, configurations, and troubleshooting Conduct training sessions and workshops for key account stakeholders to maximize their proficiency and utilization of the software Relationship Management: Act as a trusted advisor, offering strategic guidance and solutions to align with their business objectives and operational needs Performance Monitoring and Reporting: Monitor and analyze product performance metrics and usage patterns within the key account Generate regular reports and updates on adoption rates, support issues, and customer feedback to internal stakeholders Continuous Improvement and Innovation: Self-develop and maintain knowledge of industry trends, competitor activities, and emerging technologies relevant to the customers business Proactively recommend innovative solutions and enhancements to maintain competitive advantage and drive customer satisfaction To act as a Technical Lead/Advisor on all Project Delivery, liaising with the Project Team to ensure a full understanding of the Customers workflows is considered Work, in partnership with the Project team to assist with onsite delivery, upgrades and system configuration Assist in project management activities related to product implementations, upgrades, and customizations Documentation and Knowledge Management: Develop and maintain comprehensive documentation including user guides, FAQs, and best practices Contribute to knowledge management systems to facilitate self-service and support efficiency for the customer Bachelors degree in computer & engineering in related fields Proven work experience in Broadcast and Media industry Technical Knowledge: In-depth understanding of broadcast engineering and workflows, Vizrt products and solutions Strong communication skills both written and verbal Ability to adapt to changing environments and client needs Flexible to travel to customer installation sites/Vizrt offices as required
We are looking for a technically proficient and client-focused professional to provide architectural guidance, hands-on support, and seamless communication between clients and our CS & product development team. This role involves identifying technical & operational challenges, implementing effective solutions, and ensuring customer feedback drives future product enhancements. By combining technical expertise with strategic collaboration, you will play a key role in driving adoption and optimizing both customer experience and product innovation. Customer Adoption and Utilization: Drive and enhance customer adoption of products, solutions, and workflows through proactive engagement and evangelization Work closely with key account stakeholders to understand their operational needs and align product utilization accordingly Should act as an expert / advisor for solutions used within client infrastructure Operations Support and Coordination: Coordinate operational support to ensure seamless integration and functionality of products within the customer's environment. Ensure adoption of solution is maximised across all Vizrt products & solutions Coordinate with support teams to address technical issues promptly and effectively, ensuring minimal disruption to customer operations. Escalate appropriately Cross-Functional Collaboration: Collaborate with internal CS teams including support, professional services, presales, and sales to deliver cohesive customer experiences Facilitate knowledge sharing and best practices across teams to optimize product performance and customer satisfaction Feedback and Product Improvement: Gather and analyze customer feedback to identify product enhancement opportunities. Channelling this feedback to Vizrt Provide actionable insights to the Vizrt Product Development team to improve product performance, usability, and value proposition Technical Expertise and Training: Serve as a technical subject matter expert for the customer, offering guidance on product features, configurations, and troubleshooting Conduct training sessions and workshops for key account stakeholders to maximize their proficiency and utilization of the software Relationship Management: Act as a trusted advisor, offering strategic guidance and solutions to align with their business objectives and operational needs Performance Monitoring and Reporting: Monitor and analyze product performance metrics and usage patterns within the key account Generate regular reports and updates on adoption rates, support issues, and customer feedback to internal stakeholders Continuous Improvement and Innovation: Self-develop and maintain knowledge of industry trends, competitor activities, and emerging technologies relevant to the customer's business Proactively recommend innovative solutions and enhancements to maintain competitive advantage and drive customer satisfaction To act as a Technical Lead/Advisor on all Project Delivery, liaising with the Project Team to ensure a full understanding of the Customers workflows is considered Work, in partnership with the Project team to assist with onsite delivery, upgrades and system configuration Assist in project management activities related to product implementations, upgrades, and customizations Documentation and Knowledge Management: Develop and maintain comprehensive documentation including user guides, FAQs, and best practices Contribute to knowledge management systems to facilitate self-service and support efficiency for the customer Requirements Bachelor's degree in computer & engineering in related fields Proven work experience in Broadcast and Media industry Technical Knowledge: In-depth understanding of broadcast engineering and workflows, Vizrt products and solutions Strong communication skills both written and verbal Ability to adapt to changing environments and client needs Flexible to travel to customer installation sites/Vizrt offices as required Benefits More stories, better told Vizrt®️ is the world's leading provider of innovative visual storytelling tools for media content creators in broadcast, enterprise, or new media - unlocking the power of a story for all. Vizrt offers market-defining software-based solutions for real-time 3D graphics, video playout, studio automation, sports analysis, media asset management, and journalist story tools. Vizrt offers Flexible Access to our workflows, and our platforms integrate with third-party products because we believe in enabling our customers' success, giving them the right tool for the job, and accelerating their creative excellence. More than three billion people watch stories told by Vizrt customers every day including from media companies such as CNN, CBS, NBC, Fox, BBC, Sky Group, Al Jazeera, NDR, ZDF, Network 18, Tencent, and many more. https://www.vizrt.com/vizrt We offer a comprehensive benefits package that includes: 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 Join our team and take advantage of these benefits while working in a dynamic and supportive environment. Recruitment Process for this role: 1. Recruiter Screening 2. Team Interview 3. Case/ Code assignment 4. Final Interview
Summary of Position As a member of the Global Customer Success support team, the Technical Support Engineer I will be responsible for first-level support, handling all inbound cases raised by Vizrt customers. This role utilizes knowledge of Vizrt products and effective communication skills to ensure timely resolution and high customer satisfaction. A Technical Support Engineer I will: Accept inbound customer contacts via Phone, Chat, Email, or through the global support portal Prioritize case workload following the global support priority process Troubleshoot and identify solutions while maintaining effective communication with customers for resolution Escalate cases to higher-level support or other departments, such as Professional Services, when necessary Take ownership of individual performance to meet Key Performance Indicators (KPIs) Adhere to Global Support Quality Framework expectations Participate in handover communications effectively Proactively share knowledge and insights with colleagues and management Engage in regular meetings with fellow support engineers to discuss best practices and feedback Requirements Associate's degree or equivalent work experience preferred 1-2 years of experience in a technical support role, preferably in the broadcast industry Familiarity with studio broadcast environments and equipment, including software applications for video and audio production Understanding of basic networking systems and Windows administration Strong troubleshooting skills and logical problem-solving abilities Good verbal and written English communication skills are essential Ability to work flexible hours, including nights, evenings, and weekends, as needed Benefits More stories, better told Vizrt®️ is the world's leading provider of innovative visual storytelling tools for media content creators in broadcast, enterprise, or new media - unlocking the power of a story for all. Vizrt offers market-defining software-based solutions for real-time 3D graphics, video playout, studio automation, sports analysis, media asset management, and journalist story tools. Vizrt offers Flexible Access to our workflows, and our platforms integrate with third-party products because we believe in enabling our customers' success, giving them the right tool for the job, and accelerating their creative excellence. More than three billion people watch stories told by Vizrt customers every day including from media companies such as CNN, CBS, NBC, Fox, BBC, Sky Group, Al Jazeera, NDR, ZDF, Network 18, Tencent, and many more. https://www.vizrt.com/vizrt We offer a comprehensive benefits package that includes: 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 Join our team and take advantage of these benefits while working in a dynamic and supportive environment. Recruitment Process for this role: 1. Recruiter Screening 2. Team Interview 3. Case/ Code assignment 4. Final Interview
As a member of the Global Customer Success support team, you will be the Technical Support Engineer I responsible for providing first-level support to Vizrt customers. Your role involves accepting inbound customer contacts through various channels such as Phone, Chat, Email, or the global support portal. It is crucial to prioritize case workload following the global support priority process, troubleshoot issues efficiently, and communicate effectively with customers to achieve timely resolutions and ensure high customer satisfaction. Your responsibilities will include escalating cases to higher-level support or other departments when necessary, taking ownership of your performance to meet Key Performance Indicators (KPIs), and adhering to the Global Support Quality Framework expectations. Additionally, you will participate in handover communications, share knowledge with colleagues and management proactively, and engage in regular meetings with fellow support engineers to exchange best practices and feedback. To qualify for this role, you should ideally have an Associate's degree or equivalent work experience, along with 1-2 years of experience in a technical support role, preferably in the broadcast industry. Familiarity with studio broadcast environments and equipment, including software applications for video and audio production, is necessary. A basic understanding of networking systems and Windows administration, strong troubleshooting skills, and logical problem-solving abilities are essential. Moreover, good verbal and written English communication skills are a must, and the ability to work flexible hours, including nights, evenings, and weekends, as required. Vizrt is the world's leading provider of innovative visual storytelling tools for media content creators across various industries, offering market-defining software-based solutions for real-time 3D graphics, video playout, studio automation, sports analysis, media asset management, and journalist story tools. By joining our team, you will have access to a comprehensive benefits package that includes health insurance, paid time off, and professional development opportunities in a dynamic and supportive environment. If you are looking to be part of a team that values customer success and creative excellence, apply now and take advantage of these benefits while contributing to the impactful work of Vizrt. Recruitment Process for this role: 1. Recruiter Screening 2. Team Interview 3. Case/Code Assignment 4. Final Interview,