Technical Commissioning and Support Engineer

Company Description

VITEC solutions deliver easy-to-use technology that ensures high-quality, low-latency HD video, capturing live and recorded events for seamless distribution in a multitude of formats anytime, anywhere, to any device.

Between our east coast office in Atlanta, Georgia and our west coast office in Sunnyvale, California, VITEC has regional locations throughout the USA. This role is working for Datapath (now a VITEC company) and is a remote-based position supporting customers across North America, with a particular focus on the Mountain and Pacific regions.

From corporate to government and broadcast, the US work force has pushed VITEC to master video technology and pioneer innovative streaming solutions, and to build a brighter video future for the world and beyond.

Remote
- Utah, USA

Are you an experienced Technical Commissioning & Support Engineer looking for your next best opportunity? Would you like to be part of an award-winning technology company at the forefront of computer graphics, video capture and digital display solutions?

Between our east coast office in Atlanta, Georgia and our west coast office in Sunnyvale, California, VITEC has regional locations throughout the USA. This role is working for Datapath (now a VITEC company) and is a remote-based position supporting customers across North America, with a particular focus on the Mountain and Pacific regions.

We are looking for a Technical Commissioning and Support Engineer to join our Customer Success team. This is a varied and customer-facing role where you will provide specialist technical commissioning, deployment and support for Datapath solutions across North and South America.

• Develop and maintain a strong working knowledge of Datapath products, alongside associated hardware and software technologies.
• Travel nationally and internationally to customer sites to carry out installation, configuration and commissioning of Datapath video wall controller systems and associated components.
• Attend commissioning and handover meetings, working directly with end customers, systems integrators and distributors.
• Support project delivery by managing assigned milestones and deliverables within agreed project scope.
• Provide on-site technical expertise to ensure successful installation and system performance.
• Deliver product demonstrations and provide training to customers, systems integrators and distributors.
• Represent Datapath professionally on site, ensuring a high standard of customer service and satisfaction.
• Provide high-quality technical support to customers via telephone, email and web-based channels.
• Diagnose, troubleshoot and resolve technical issues, ensuring timely and clear communication of progress, status updates and resolution.
• Accurately record and manage customer interactions, support cases and test results within the company's ticket management system.
• Rapidly learn new technologies and apply your knowledge effectively to support customer solutions.
• Prioritize and manage multiple tasks while maintaining accuracy and attention to detail.
• Contribute to the creation and continuous improvement of online support resources, including FAQs and knowledge base articles.
• Build and maintain effective working relationships with colleagues, delivery partners, technology vendors and internal teams.
• Participate in an on-call rotation to provide after-hours support for customers with 24/7 service agreements.
• Respond to and assist in resolving critical incidents in accordance with established service level agreements.

We are looking for someone who can bring a strong customer focus, technical curiosity and a practical approach to problem-solving. You will be comfortable working directly with customers and partners, both on site and remotely, and you will be able to communicate technical information clearly and professionally.

• A well-rounded customer-facing technical commissioning and support background, including AV or similar technologies.
• Knowledge of networking fundamentals, system configuration, troubleshooting, basic coding and documentation.
• A demonstrable interest in technology, IT, electronics or AV systems, gained through education, hobbies or work experience.
• Strong written and verbal communication skills in English.
• Excellent problem-solving and analytical skills, with the ability to think logically and troubleshoot issues.
• Strong organizational skills, with the ability to prioritize and…