Support Engineer; m​/f​/d

At DFT, film is our passion and quality is our mission.

Leveraging state-of-the-art IT technologies, we make film digitization efficient and enable the highest standards of image preservation.

As the global market leader, we design and manufacture cutting-edge film scanners and digital solutions in Darmstadt, Germany, serving the needs of film archives and post-production facilities worldwide.

Our esteemed clientele
-including the German Federal Film Archive, the Library of Congress, Warner Brothers, NBC Universal, and Foto Kem - trust us for the exceptional quality, performance, and reliability of our products and services.

With additional teams in Burbank, USA, and London, UK, we ensure premium customer support around the globe.

For this position, you will be permanently based at our Burbank office and become part of our local team. Your initial training and onboarding will take place at our headquarters in Darmstadt, Germany, before you return to Burbank to support our team and customers locally.

Are you passionate about embedded systems, hardware-centric software development, innovative technology, and the world of film? If so, we invite you to become part of our dedicated team. You will be one of the voices of our customer care organization. You will have direct contract to our customers, ensuring that their technical concerns and issues are in good hands. Whether you are using telephone, e-mail or remote access, you will be able to handle customers’ technical questions and provide on-site service, installation and training of all DFT hardware and software systems.

• Providing first-line support for all customer technical and product-related inquiries
• Handling and managing complex customer inquiries, technical issues and fault reports via phone and email
• Performing global on-site installation, maintenance and service of DFT hardware and software systems
• Diagnosing and resolving customer-specific technical issues and escalating complex incidents to senior colleagues when required
• Documenting service activities, completed work, reported issues and implemented solutions in the designated tracking system
• Supporting the sales team by identifying customer needs and potential service and upgrade opportunities

• Ideally, several years of experience in a professional video or audio engineering environment
• Degree in electronics or mechatronics engineering, or an equivalent technical qualification
• Good knowledge of Linux (Ubuntu) and Microsoft, with a basic understanding of IT networks and storage systems
• Excellent communication skills and fluency in English
• Proven ability in fault-finding, analysis and testing, with both hardware and software systems
• Willingness to participate in further training as required
• Availability to participate in a 24/7 on-call support rotation
• Understanding of and adherence to Service Level Agreement (SLA) requirements and guidelines

Great Working Environment:
We are a dynamic company with straightforward structures and an open, collaborative culture. We treat each other as equals and embrace an informal, first-name culture.

Room to Make an Impact:
From day one, you will have the freedom to contribute your ideas and turn them into reality. You can actively shape innovative products, diverse projects, and technical solutions. Our dedicated and friendly team looks forward to your ideas.

Work-Life Balance:
Enjoy flexible working hours that allow you to organize your working day in a way that suits you.

Professional Development:
We value the individual professional development of our employees and support you in reaching your goals. At DFT, you can look forward to excellent long-term career prospects in a growing company.

Additional

Financial Benefits:

In addition to an attractive salary, we offer company pension plans and other individual benefits.