Technical Support Engineer

3 Months ago • All levels • Software Development & Engineering

Job Summary

Job Description

As part of the Global Customer Success support team, support engineers are responsible for handling all inbound cases raised by Vizrt customers across the globe. They use expertise and product knowledge, working in partnership with the Vizrt customer base to ensure timely and quality resolution. The role involves troubleshooting, identifying solutions, and communicating effectively with customers. Global Support Engineers prioritize cases, escalate when necessary, take ownership of performance, adhere to quality frameworks, and contribute to revenue opportunities. They also manage concerns, share knowledge, mentor new joiners, attend meetings, and handle customer conflict.
Must have:
  • Handle inbound customer contacts via phone, chat, email, or support portal.
  • Prioritize case workload as per the global support priority process.
  • Troubleshoot and identify solutions to resolve customer issues.
  • Escalate cases to other departments as needed.
  • Take ownership of individual performance to achieve KPI expectations.
  • Adhere to the Global Support Quality Framework expectations.
  • Share knowledge and understanding with colleagues and management.

Job Details

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 Global 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.
  • Works in partnership with Pre-sales & commercials teams to drive revenue opportunities.
  • 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.
  • Are competent mentoring new joiners into the Global Support team, manages onboarding though Vizrt buddy system.
  • Attends & contributes to regular support meetings with key accounts, communicating case updates confidently.
  • Is an escalation point for Level I support engineers, coaching knowledge & behaviors where appropriate.
  • Confident handling customer conflict, diffusing customer dissatisfaction and ensuring resolution.
  • Attends training session of new product offerings, designing and delivering internal training back to global support team members.
  • Regular collaborative customer site visits resolving technical issues & engaging in revenue driving discussions.

Similar Jobs

Temporal Technologies - Staff Software Engineer - Open Source Server

Temporal Technologies

United States (Remote)
1 Month ago
Square - Account Management Coordinator

Square

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
1 Month ago
Minecast - Senior Engineering Manager - Threat Protection

Minecast

Bengaluru, Karnataka, India (Hybrid)
3 Months ago
Glean - Technical Support Engineer

Glean

Palo Alto, California, United States (On-Site)
2 Months ago
HP - Partner Business Manager - Algeria & Tunisia

HP

Ariana, Ariana Governorate, Tunisia (On-Site)
2 Weeks ago
Philips - Sr. Supplier Development Engineer

Philips

Pune, Maharashtra, India (On-Site)
2 Weeks ago
Razer - Senior Software Engineer II

Razer

Singapore (On-Site)
1 Year ago
AECOM - Senior Transportation Engineering Manager

AECOM

Atlanta, Georgia, United States (On-Site)
1 Month ago
Saviynt - Principal / Senior Principal Software Engineer - (Grails Server Page)

Saviynt

Bengaluru, Karnataka, India (Hybrid)
2 Months ago
Assystems - Safety Engineer

Assystems

Chusclan, Occitanie, France (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

bytedance - Site Reliability Engineer, Edge Services

bytedance

San Jose, California, United States (On-Site)
9 Months ago
Postman - Backend Software Engineer, Test Infrastructure

Postman

San Francisco, California, United States (Hybrid)
3 Months ago
endava - Senior Business Analyst

endava

Belgrade, Serbia (Hybrid)
2 Weeks ago
Alphawave Semi - Senior ATE Test Engineer

Alphawave Semi

Hsinchu County, Taiwan (Hybrid)
2 Months ago
Trend Micro - Sales Engineer

Trend Micro

Seoul, South Korea (Hybrid)
3 Weeks ago
Lead Venture - Sales Enablement Content Specialist

Lead Venture

Belmopan, Cayo District, Belize (On-Site)
2 Months ago
Cognite - Senior Content Designer

Cognite

Phoenix, Arizona, United States (Hybrid)
1 Month ago
hogarth - SDET - Software Development engineer in Test

hogarth

Sunnyvale, California, United States (Hybrid)
2 Months ago
London stock Exchange - Lead Network Engineer

London stock Exchange

Bucharest, Bucharest, Romania (On-Site)
3 Months ago
PwC - EU Innovation Project Consultant

PwC

Athens, Greece (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Madrid, Community of Madrid, Spain

 Many Chat  Inc  - Senior Product Designer (Design Systems)

Many Chat Inc

Barcelona, Catalonia, Spain (Hybrid)
2 Weeks ago
Sony Pictures Entertainment - Senior Analyst, Sales Planning & Operations

Sony Pictures Entertainment

Madrid, Community Of Madrid, Spain (On-Site)
1 Month ago
Varonis  - Account Manager

Varonis

Spain (On-Site)
1 Month ago
Gameloft - C++ Software Engineer

Gameloft

Barcelona, Catalonia, Spain (Hybrid)
1 Month ago
Scopely - Design Director

Scopely

Spain (Hybrid)
9 Months ago
TransPerfect - Translation Project Coordinator - Thur to Mon shift

TransPerfect

Barcelona, Catalonia, Spain (Hybrid)
2 Weeks ago
Milestone - Senior Software Engineer

Milestone

Barcelona, Catalonia, Spain (Hybrid)
4 Months ago
Gameloft - Game Designer

Gameloft

Barcelona, Catalonia, Spain (Hybrid)
1 Month ago
Socialpoint - Manager, Events & Corporate Food & Bev

Socialpoint

Barcelona, Catalonia, Spain (On-Site)
2 Months ago
Scopely - Senior Product Manager Roadmap

Scopely

Seville, Andalusia, Spain (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

Scout - Staff Technical Program Manager

Scout

Fremont, California, United States (On-Site)
3 Months ago
Riot Games - Staff Software Engineer - UnEco

Riot Games

Los Angeles, California, United States (On-Site)
4 Months ago
Sony Interactive Entertainment - System Software Development (PlayStation Network Core Functions and Game SDK Development)

Sony Interactive Entertainment

Tokyo, Japan (Hybrid)
4 Months ago
LTI Mindtree - Senior Software Engineer

LTI Mindtree

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Nagarro - Associate Principal Engineer, Mainframe

Nagarro

India (Remote)
9 Months ago
Capgemini - F&DT Engineer

Capgemini

Bengaluru, Karnataka, India (On-Site)
5 Months ago
Fluxon - Staff Software Engineer

Fluxon

Lisbon, Lisbon, Portugal (Remote)
1 Month ago
Canonical - Software Engineer - Industrial IoT

Canonical

(Remote)
2 Months ago
Palo Alto Networks - Staff Engineer Customer Success

Palo Alto Networks

London, England, United Kingdom (Remote)
3 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Our Vizrt valuesCollaboration | Balance | RespectWe ask employees to truly commit to the culture and community here at Vizrt. Through active engagement and participation, striking that healthy balance between work and home, to respect and trust in your colleagues. Our colleagues are our superpower; they drive change, innovation and success within our company and in our industry.

Lisbon, Lisbon, Portugal (On-Site)

View All Jobs

Get notified when new jobs are added by vizrt

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug