Technical Support Engineer - Sereact GmbH

Overview:

We are seeking a highly motivated and tech-savvy individual to join our fast-paced AI robotics startup as part of our Technical Support team. In this role, you will be responsible for providing exceptional support to our customers, ensuring smooth operation and rapid resolution of technical issues with our robotic deployments all over Europe. You will remotely access and diagnose robots using tools like SSH, Docker and Python and guiding customers through structured problem-solving processes on-site and collaborating with internal teams to resolve complex hardware and software issues.

Your Responsibilities:

Support :

Provide first-line technical support to customers for our AI robotics systems.

Serve as the primary point of contact for customers, delivering technical support with a focus on clear communication, active listening, and empathetic problem-solving to ensure a positive customer experience.

Diagnose and troubleshoot hardware and software issues using SSH, Python, Docker and other tools in our stack.

Collaborate with internal and external hardware and software teams to solve complex technical problems.

Escalate unresolved issues and ensure timely resolution by engaging the right specialists.

Act as an on-call support contact during assigned shifts to address urgent customer issues.

Optimize:

Share your learnings, improve our knowledge base and tooling to foster a collaborative and learning-focused environment.

Maintain accurate documentation of incidents, solutions, and customer interactions.

Identify recurring problems and contribute to product and process improvement initiatives.

Develop and lead the development of platform improvements including ticketing system, customer-facing dashboards and debug tooling.

Qualifications:

Education and Experience

Bachelor’s degree (Master’s preferred) in a technical field such as Computer Science, Engineering, Robotics, or a related discipline.

Minimum of 2-3 years of work experience in robotics and customer-facing roles.

Experience with remote support tools and techniques, including SSH and Docker.

Willingness to travel: ≈ 50-75%

Skills

Proficiency in Python programming and the ability to debug and analyze code.

Fluent in German and English

Working knowledge of databases and SQL

Strong troubleshooting skills with a methodical approach to problem-solving.

Excellent communication skills and experience working with customers in a technical support capacity.

Familiarity with robotics systems and their operational environments.

Ability to work in a fast-paced startup environment and handle on-call responsibilities as needed.

Additional Skills / Nice to Have

Experience in the logistics industry is a plus.

Our interview plan: