What are the responsibilities and job description for the Global Support Engineer- TriCaster position at Vizrt?
As part of the Global Customer Success support team the support engineers are responsible for handling all inbound cases raised by Vizrt customers across the globe. Using expertise and product knowledge working hand in partnership with Vizrt customer base to ensure a timely and quality resolution.
A TriCaster Support engineer will:
- Accept all inbound customer contacts either by Phone, Chat, Email or through global support portal.
- Prioritize case workload as per the global support priority process.
- Troubleshoot, identify solutions and, using effective communications work in partnership with our customers to ensure resolution and satisfaction.
- Escalate appropriate cases where necessary to other departments (E.G. Professional services)
- Take ownership of individual performance to achieve KPI expectations.
- Adhere to the Global Support Quality Framework expectations.
- Ensure full, effectively communicated handovers where appropriate.
- Manages upwards to global support leadership community to raise concerns/friction points from global support offering appropriate resolutions.
- Shares knowledge & understanding with colleagues and management proactively.
- Attends regular meetings with fellow global support engineers to review common feedback & best practice, summarizing to head of support.
- College Degree or equivalent work experience
- Viz Tricaster, Viz Vectar and NDI support troubleshooting experience is preferred
- 3 years system administration experience working in support role in broadcast system integrator or software/hardware vendors.
- Experience in studio broadcast environment and equipment such as Automation application, video server, vision switcher, audio mixer, router, robotic camera and NRCS.
- Good understanding of news studio workflow and video technology.
- Experience in Windows and networking system administration.
- Basic understanding of Cloud production and AWS.
- Knowledge of PC hardware components and their functions.
- Understanding of AV workflow and basic understanding of interfacing of 3rd party Av automation like Crestron/Extron etc.
- Good investigation and troubleshooting logic.
- Experience troubleshooting mission critical software systems.
- Experience providing second line support for customers in a professional manner.
- Written & spoken English language proficiency.
- Able to work a flexible shift pattern including nights, evenings, and weekends
We offer a comprehensive benefits package that includes:
- Health Insurance: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
- Retirement Plans: 401(k) plan with company match to help you plan for your future.
- Paid Time Off: Generous vacation days, sick leave, and holidays to ensure you have a work-life balance.
- Life and Disability Insurance: Life insurance and both short-term and long-term disability insurance to provide peace of mind.
- 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
