Provide first-line technical support to customers for our AI robotics systems.
Serve as the primary point of contact for customers, delivering technical support.
Diagnose and troubleshoot hardware and software issues using SSH, Python, Docker and other tools.
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.
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.

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%
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.
Familiarity with robotics systems and their operational environments.
Ability to work in a fast-paced startup environment and handle on-call responsibilities as needed.
Experience in the logistics industry is a plus.

Technical Support Engineer

Key skills