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

About the company

At DFT, film is our passion and quality is our mission. Modern IT technology combined with our film scanners enables large film collections to be digitized at the highest quality, ensuring they remain accessible and preserved for future generations. A large portion of today’s high-end film productions, such as James Bond: No Time to Die, One Battle After Another, and Project Hail Mary, continues to rely on analog film stock and on our film scanners as the interface to digital post-production. As the global market leader, we develop and manufacture cutting-edge film scanners and digital solutions in Darmstadt, Germany, for the digitization of a wide range of film materials. Renowned archives and film studios worldwide, including the German Federal Archives, the Library of Congress, Warner Bros., and Universal Pictures, work with our film scanners to digitize historical and contemporary film materials quickly, efficiently, and at the highest level of quality. In addition to our headquarters in Darmstadt, we have teams in Los Angeles and London and provide expert and reliable support to our customers worldwide. To strengthen our team, we are looking for a Customer Support Engineer (m/f/d).

Your tasks

As part of our dedicated customer care team, you will work directly with customers and ensure that their technical questions and challenges are in good hands. Whether by phone, email, or remote access, you will provide technical support for all DFT hardware and software systems as well as on-site service, installation, and training. Go International with DFT

• 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

Requirements

If you bring the following experience and qualifications, you will have the ideal background for this role:

• 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
• Flexibility to undertake a temporary assignment in Los Angeles after completing the training period in Darmstadt
• 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

What we offer

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.

Great Working Environment: We are a dynamic company with straightforward structures and a collaborative culture built on mutual respect. We value open communication and a friendly, informal working environment. Room to Make an Impact: From day one, you will have the freedom to contribute and implement your own ideas. You can actively actively participate in shaping processes and a variety of projects. Work-Life Balance: Enjoy a high degree of flexibility when it comes to organizing your working hours. Professional Development: We are committed to supporting and encouraging our employees in their individual professional growth. With us, you will enjoy 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. Food & Refreshments: Enjoy a variety of subsidized meals in our cafeteria, complimentary coffee and beverages, fresh fruit, and access to a range of attractive corporate benefits.

How to apply

We look forward to receiving your comprehensive application, including:

• A cover letter detailing your salary expectations and earliest possible start date
• Detailed résumé
• Copies of relevant academic and professional certificates

Please submit your application as a single PDF file via email to: jobs@dft-film.com Your contact: Sonja Linowizki, Manager People & Culture

Other

We offer Location: Darmstadt, Germany; later Los Angeles, USA