Technical Commissioning and Support Engineer

Datapath, now a VITEC company, is hiring a Technical Commissioning and Support Engineer for its Customer Success team. The role provides technical commissioning, deployment, and support for Datapath solutions across North and South America, including system configuration, issue resolution, demonstrations, and customer training.

Responsibilities:

• 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

Requirements:

• 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 manage multiple tasks effectively
• A customer-focused approach with strong interpersonal skills
• A proactive attitude with a willingness to learn and develop new technical skills
• Applicants must have the right to work in the US
• A bachelor's degree in Computer Science, Electrical Engineering or a related field
• Cisco networking training or certification