Tier 3 Support Engineer

Summary of Position
As part of the Enterprise MAM support team, the Tier 3 support engineer will aid all other support tiers and be the liaison between Support and R&D to resolve support cases within agreed upon SLA. A Tier 3 support engineer will also be responsible for sharing knowledge within their expertise area to the rest of the support organization.


Summary of responsibilities
A Tier 3 Support engineer will:
Proactively reach out to other support tiers to provide assistance on complex technical issues.
Assist in customer escalation meetings with external boundary partners and leadership.
Facilitate global prioritization for cases escalated to development. Actively participate in R&D prioritization meetings to provide R&D with the priorities of the support organization.
Provide and proactively review knowledge base articles and how-to articles for both internal and external usage.
Manage customer escalation to support leadership to raise concerns/friction points while offering appropriate recommendations
Shares knowledge with 24/7 global team
Attend regular meetings with Tier 1 and 24/7 global team to review common feedback & best practice and share summary with head of support.



Candidate Experience Requirement
5 years + experience of Vizrt products, relevant to appropriate product line or specific products
Advanced to Expert technical knowledge relative to customers’ system and product installations to include integrations with third-party applications.
Strong understanding of Vizrt product road map with ability to recommend future solutions for customers