Technical Support Engineer- Flowics

About the Role

As part of the Global Customer Success organization, the Global Support Engineer plays a critical role in maintaining the reliability and performance of Vizrt systems for our customers worldwide. This role focuses on delivering exceptional support through expert troubleshooting, proactive engagement, and close alignment with customer success goals. In addition to traditional support engineer responsibilities, this position emphasizes proactive system validation, training follow-up, risk identification, and customer relationship continuity to ensure consistent operational excellence across the customer lifecycle.

Responsibilities

• 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
• Strong knowledge of Viz Flowics (Web Graphics Editor) or equivalent; create, edit, animate live graphics with drag-and-drop interfaces
• Connect, configure and troubleshoot external live data sources using Flowics data connectors (APIs, JSON/RSS feeds, sports data providers, Google Sheets, social media metrics)
• Understand end-to-end broadcast/streaming production workflows and NDI output
• Collaborate with R&D, Customer Success and Professional Services to resolve deep-level or cross-departmental issues
• Ensure complete case documentation, progress tracking, and communication within Salesforce
• Take ownership of individual KPIs, quality standards, and development goals within the Global Support Quality Framework
• Drive cross-functional improvement initiatives that enhance support efficiency and customer outcomes
• Demonstrate initiative in learning new Vizrt products, technologies, and workflows to maintain up-to-date expertise
• 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
• Engage in usage validation to confirm deployed tools are being actively utilized and performing as expected
• Follow up on customer training progress, ensure completion of Viz University courses, and recommend additional learning resources
• Maintain visibility of customer status by flagging risks or blockers to Sales, Account Management, or Success teams
• Participate in support health monitoring, review ticket history, encourage NPS completion, and identify recurring trends
• Promote awareness of new releases, features, and managed services opportunities aligned with customer needs
• Represent Vizrt Support in regular customer calls, reviews, and meetings, including QBRs in partnership with commercial teams
• Proactively communicate updates, risks, and recommendations in a clear, structured manner and manage escalations professionally
• Collaborate with Marketing or Success teams to identify case-study or testimonial opportunities when customer outcomes are strong
• Mentor new joiners through the Vizrt support onboarding, provide coaching on tools, processes, and best practices
• Contribute to team knowledge bases by documenting troubleshooting techniques and lessons learned
• Participate in regular support meetings to share customer insights, identify patterns, and propose process or product improvements
• Provide internal product training or feature briefings to the support team following new releases or upgrades

Qualifications

• Bachelor's degree or Master's degree in engineering or any field
• 3+ years' experience in a system administration or technical support role within a broadcast, media, or IT systems integrator environment
• Strong understanding of live and automated studio workflows, and newsroom integration
• 5+ years IT experience with 3+ years Vizrt product experience beneficial
• Solid knowledge of Windows OS, networking, and system diagnostics
• Demonstrated ability to troubleshoot mission-critical applications and distributed systems
• Excellent communication and conflict-resolution skills in a customer-facing environment
• Proficiency in written and spoken English; Spanish and Portuguese would be a bonus
• Availability to work flexible shift patterns, evenings, nights and weekends in agreement with line manager

Benefits

We offer similar benefits in all locations - these include competitive compensation, paid vacation, and Medical insurance.

Across Vizrt, we all work with our shared purpose in mind; to deliver more stories, better told. We champion inclusion, value diversity, and do not tolerate discrimination or harassment.