Support Engineer – Train in Darmstadt, Work in Los Angeles (m/f/d)

About Us
At DFT, film is our passion and quality is our mission.
Leveraging state-of-the-art IT technologies, we make digitizationefficient and enable the highest standards of film preservation. As the globalmarket leader, we develop and manufacture cutting-edge film scanners and digitalsolutions in Darmstadt, Germany, serving film archives andpost-production facilities worldwide. Our customers include renowned institutions and companies such as the German Federal Film Archive, the Library of Congress, Warner Bros., NBCUniversal, and FotoKem, who trust in the quality, performance, and reliability of our products and services. With additional teams in Burbank, USA, and London, UK, we provide expert customer support to clients around the world.
Are you passionate about embedded systems, hardware-centric softwaredevelopment, innovative technology, and the world of film? Then we invite youto become part of our dedicated team. As a key member of our customer care organization, you will work directly with our customers, ensuringthat their technical concerns and issues are in good hands. Whether by phone, email or remote access, you will be able to handle customers’technical questions and provide on-site service, installation and training for all DFT hardware and software systems.
Go International with DFT
As part of your onboarding, you will spend your first year in Darmstadt , where you will receive comprehensive training, get to know our film scanners and digital solutions, and become an integral part of the team behind DFT. Following this training period, we offer the opportunity to relocate to our U.S. location in Burbank, Los Angeles, for a pre-agreed period of time , for example five years. From there, you will support our U.S. team and take part in installations, service assignments, and customer projects around the world.

Key Responsibilities

• 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

Your Qualifications

• Ideally, several years of experience in a professional video or audioengineering environment
• Degreein electronics or mechatronics engineering, or an equivalent technicalqualification
• Goodknowledge of Linux (Ubuntu) and Microsoft, with a basic understanding ofIT networks and storage systems
• Excellentcommunication skills and fluency in English
• Provenability in fault-finding, analysis and testing, with both hardware andsoftware systems
• Flexibility to undertake a temporary assignment in Los Angeles after completing the training period in Darmstadt
• Willingnessto participate in further training as required
• Availability to participate in a 24/7 on-call support rotation
• Understandingof and adherence to Service Level Agreement (SLA) requirements and guidelines

What We Offer

• 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.
• Mobility: We are easily accessible by public transportation. The Darmstadt-Arheilgen S-Bahn station (S3) is located just a short walk from our office, and free parking is available on site. In addition, you can lease a company bike through DFT's JobRad program and use it for both business and personal purposes.
• Culinary Perks & Extras: Enjoy a variety of subsidized meals in our cafeteria, complimentary coffee and beverages, fresh fruit, and access to a range of attractive corporate benefits.