Support Engineer (English and Spanish Speaking)
Posted on: January 16, 2022
Datapath Limited is a world leading innovator in video wall,
multi display and video capture technology. Distributing across
five continents, we have customers in more than 100 countries
worldwide, in diverse markets including Medical, Signage, Security
and Retail. Consistently delivering class leading products and
effective customer support, we provide unbeatable service for
specialised requirements. Datapath is a successful and expanding
company, with both UK and US offices and customers in every major
The Support engineer will be based in our Philadelphia office and
will act as an escalation point for technical support within the
Support team. The ideal candidate will be customer focused to
ensure high level of customer service, have technical knowledge
enough to quickly learn Datapath's product suite and associated
hardware and software technology.
Due to the nature of the role, we require a fluent bilingual
English and Spanish speaker to carry out the role.
Provide product support for customer's phone, email, and web based
Provide high levels of support for customers via
Act as an escalation point for advanced support cases working to
replicate and test reported issues.
Documenting test results and support cases to a high level of
Rapidly learn new technology, including Datapath products.
Prioritize and manage multiple tasks while remaining detail
Proactively provide timely and accurate communication of issue
status and resolution to the customer.
Accurately and professionally document all communication with the
customer using Datapath's CRM system.
Compose and review on-line support materials (FAQ's and KB
articles) to assist in reducing overall issue income
Some level of commissioning work both on site and remote
Desired Skills and Experience
An information Technology related college degree or equivalent work
experience is preferred.
Previous support experience in an advanced capacity.
Exceptional written, spoken, and organizational skills.
Exceptional customer service and people skills.
Experience working within the A/V industry
Strong technical, analytical, and problem solving skills.
Advanced knowledge of Operating systems, databases and
Ability to debug scripts, decipher diagnostics and logging
Previous coding experience would be of benefit
Experience with Microsoft CRM
Preferred knowledge of video encoding procedures, including
experience with VLC, Adobe Flash, and other DirectShow
In return, we offer the following benefits:
A 3% contribution to 401k
Paid time off each year
Long service awards
A company bonus in addition to annual salary
Job Type: Full-time, Permanent
Salary: From $45,000.00 per year
Keywords: Datapath, Reading , Support Engineer (English and Spanish Speaking), Engineering , Burnham, Pennsylvania
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