IT Support Engineer (Weekend Shift)

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.

Technical Support Delivery
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 & capability to create, edit, animate live graphics with drag and drop interface
Ability to connect, configure and troubleshoot external lice data sources using Flowics data connectors (E.APIs, JSON/RSS feeds, sports data providers, google sheets & social media metrics).
Collaborate with internal teams such as R&D, Customer Success & 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.
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, reviewing ticket history, encouraging NPS completion, and identifying recurring trends.
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.
Provide internal product training or feature briefings to the support team following new releases or upgrades.
Bachelor 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, including video servers, automation systems, routers, and newsroom integration
• 5+ years IT experience with 3+ years Vizrt product experience beneficial
• Solid knowledge of Windows OS, networking, and system diagnostics
• Proficiency in written and spoken English
• Availability to work flexible shifts patterns, evenings, nights and weekends in agreement with line manager

We strive and innovate to deliver the best software-defined visual storytelling tools to the world’s storytellers across broadcast, media, public service, enterprise, not-for-profit, education, health, houses of worship, in fact wherever there is a need to educate, entertain or inform. So, for us diversity is not an optional objective, it is a simple reality. It is true that we hold our diversity to be essential, it is something we constantly nourish and pay attention to, but it is not something we take for granted. We champion inclusion and we value each other’s stories, and we relish their telling
We offer similar benefits in all locations - these include competitive compensation, paid vacation, Medical insurance, provident fund contributions.