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IT SAAS Support Engineer

  • Vizrt
  • Delhi, India
  • 21/12/2023
Full time Broadcast Engineering Engineering

Job Description

We are looking for skilled IT Saas Support Engineers to join our growing 24/7 Global Support team. You should have experience building or maintaining systems using many platforms and technologies. This opportunity is a great fit for system admin and field support engineer looking to step up to the next level.

Work as part of the global support team, should be able to Analyse and resolve technical issues independently and help other team members as needed.

Responsibilities:

Responsible for analyzing and finding solutions to technical support issues. Customers log technical support issues in our support portal or by phone. The Support Engineer picks up these issues and works with the customer to find a solution to the technical issues.

    • You will provide technical support to customers using our SaaS products, addressing their inquiries, issues, and concerns in a timely and professional manner.
    • You will diagnose and troubleshoot complex technical problems related to our SaaS applications, cloud computing, networking, databases, and operating systems.
    • You will collaborate with cross-functional teams, including developers and other support engineers, to investigate and resolve customer issues efficiently.
    • You will document troubleshooting steps, issue resolutions, and other technical information to contribute to the knowledge base and enhance self-service options for customers.
    • You will ensure customer satisfaction by delivering exceptional service, managing expectations, and maintaining positive relationships with clients in line with our quality framework.
    • You will communicate effectively with customers through various channels, including email, chat, and phone, providing clear and concise explanations of technical concepts.
    • You will stay updated with the latest industry trends, technologies, and best practices in SaaS support, and continuously enhance technical skills and knowledge.
    • You will contribute to the improvement of our SaaS products by providing feedback, identifying recurring issues, and suggesting process enhancements.

Requirements

  • You have a Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
  • You have proven experience as an IT SaaS Support Engineer or a related role, with expertise in supporting cloud-based SaaS platforms.
  • You have strong technical skills in SaaS platform architecture, cloud services, scripting, database management, networking, and security.
  • You have proficiency in working with APIs for integration and automation.
  • You have excellent problem-solving abilities and a proactive approach to troubleshooting technical issues.
  • You have effective communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders.
  • You have knowledge of containerization and orchestration platforms (e.g., Docker, Kubernetes) is a plus.
  • You have Familiarity with monitoring and logging tools, as well as version control systems.
  • Certifications related to cloud platforms or SaaS support are advantageous.
  • You have knowledge of Infrastructure as Code (IaC) for managing and supporting computing infrastructure using code. Such as Teraform, AWS cloudformation 
  • You understand web application development and web standards. 

Benefits

More stories, better told

Vizrt®️ is the world’s leading provider of innovative visual storytelling tools for media content creators in broadcast, enterprise, or new media – unlocking the power of a story for all. Vizrt offers market-defining software-based solutions for real-time 3D graphics, video playout, studio automation, sports analysis, media asset management, and journalist story tools. Vizrt offers Flexible Access to our workflows, and our platforms integrate with third-party products because we believe in enabling our customers’ success, giving them the right tool for the job, and accelerating their creative excellence.

More than three billion people watch stories told by Vizrt customers every day including from media companies such as CNN, CBS, NBC, Fox, BBC, Sky Group, Al Jazeera, NDR, ZDF, Network 18, Tencent, and many more. https://www.vizrt.com/vizrt

Recruitment Process for this role:

1. Recruiter Screening

2. Team Interview

3. Case/ Code Test

4. Final Interview

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