Technical Support Engineer (m/f/d)

Sereact GmbH; Baden-Württemberg; Hybrid; EUR 52,000 - 76,000; Full time

Benefits offered by this job

Wellpass (gym membership)

Flexible working hours

Option to work from home when needed

A motivated team and an open culture

Competitive compensation and excellent

Job summary

Sereact GmbH is seeking a technically strong Technical Support specialist to assist customers with our AI robotics systems. You will diagnose issues, provide first-line support, and collaborate with diverse teams to resolve hardware and software problems across Europe.

A strong emphasis on clear communication and on-call availability is expected. You will also contribute to knowledge sharing, documentation, and platform improvements while enjoying flexibility such as remote work options and a

Qualifications

• 2+ years of robotics and customer-facing experience.
• Experience with remote support tools including SSH and Docker.
• Willingness to travel across Europe.

Responsibilities

• 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 clear communication and empathy.
• 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.
• Share learnings, improve our knowledge base and tooling to foster collaboration and learning.
• 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.

Skills

Python

SSH

Docker

Troubleshooting

Customer support

SQL

Robotics

On-call

Tools

SSH

Docker

Job description

Who We Are

We are a fast-growing embodied AI company building robots that reason and act in real warehouse and factory environments. Our AI-powered systems help businesses streamline operations, boost productivity and transform physical work.

Overview

We are seeking a highly motivated and technically strong individual to join our Technical Support team. You will be responsible for providing exceptional support to our customers, ensuring smooth operation and rapid resolution of technical issues. 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. This role involves significant travel (approximately 50-75%) to customer sites across Europe.

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

• 2+ years of work experience in robotics and customer-facing roles.
• Experience with remote support tools and techniques, including SSH and Docker.
• Willingness to travel across Germany

Skills

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

What we offer

• Wellpass (gym membership)
• Flexible working hours
• Option to work from home when needed
• A motivated team and an open culture
• Competitive compensation and excellent career development opportunities