Technical Support Engineer

4 Months ago • All levels

Software Development & Engineering

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.

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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.