Hybrid Technical Support Engineer – MAM

at Vizrt

• Job title: Technical Support Engineer – MAM
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: AWS, Cloud, Distributed Systems, Linux
• Location requirements: Hybrid, Delhi, India

About the role

• Global Support Engineer maintaining Vizrt systems' reliability, providing exceptional customer support and proactive system engagement. Collaborating with teams to enhance customer outcomes throughout the 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 One Media Asset Management or equivalent production software
• Advanced knowledge and experience with customers’ system and product installations to include integration with third-party applications.
• Strong understanding of Vizrt product road map with ability to recommend future solutions for customers
• Advanced competency relative to networking concepts and topologies, programming/scripting, OS (RAID and Disk Redundancy).
• 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
• 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 by confirming that 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, reviewing ticket history, encouraging NPS completion, and identifying 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.
• Manage escalations professionally, restoring confidence and satisfaction through transparent engagement and issue ownership.
• 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, providing 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.

Requirements

• College degree or equivalent work experience
• 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
• At least 2–3 years of practical experience working with Linux-based systems in cloud platforms, with strong preference for AWS.
• 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
• Availability to work flexible shifts pattern, evenings, nights and weekends in agreement with line manager

Benefits

• Competitive compensation
• Paid vacation
• Medical insurance
• Provident fund contributions