Service Desk / Technical Support (human)

NEURA Robotics; Germany (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

NEURA Robotics in the service team acts as the first contact for partners, helping unlock the full potential of our robotic systems. You will analyze inquiries in Jira and coordinate with service engineers and software teams to deliver clear, documented resolutions.

You bring technical curiosity, strong communication skills, and ownership, while expanding your knowledge in robotics, automation, and mechatronics. Proficiency in German and English is essential.

Qualifications

• Degree in mechatronics, electrical engineering, computer science, or automation engineering.
• Strong communication skills in German and English.
• Experience with ticketing systems such as Jira.
• Structured, organized, and ownership-driven mindset.

Responsibilities

• Handle service requests: you receive partner inquiries in Jira and perform initial analysis.
• Understand issues: you categorize technical issues and assess urgency.
• Escalation: you hand off cases to Service Engineers or Software Development.
• Interface between teams: you link partners, service, and engineering.
• Documentation: you maintain clear logs of interactions and updates.

Skills

Strong communication

German proficiency

English proficiency

Structured work

Education

Mechatronics / Electrical Eng / CS / Automation degree

Tools

Jira

Job description

At NEURA Robotics, we are shaping the future of human-robot collaboration. As part of our Service Team, you will be the first point of contact for our partners, supporting them in unlocking the full potential of our cutting‑edge robotic systems. You ensure that every interaction reflects the innovation, reliability, and quality that NEURA stands for.

This role is ideal for you if you bring technical curiosity, strong communication skills, and a passion for helping people, while also looking to expand your knowledge in robotics, automation, and mechatronics.

Your responsibilities

• Handling service requests: You receive partner inquiries in our Jira system and perform the initial analysis in a precise and traceable manner.

• Understanding issues: You identify and categorize technical issues related to our robotic products and assess their urgency and impact.

• Clean escalation: You structure each case clearly and hand it over for deeper analysis to our Service Engineers or, in case of a bug, to our Software Development Team.

• Interface between teams: You act as a link between partners, service, and engineering to ensure smooth case handling.

• Clear documentation: You maintain structured and complete documentation of all interactions and updates.

What you can look forward to

• Technical understanding: You have a solid technical foundation, ideally through training or a degree in mechatronics, electrical engineering, computer science, or automation engineering.

• Enthusiasm for technology: You are motivated to understand how robotic systems work and continuously want to expand your knowledge.

• Support experience: Experience in technical support, service desk, or with ticketing and workflow systems such as Jira is a plus.

• Structured way of working: You approach tasks in a precise, organized, and solution‑oriented manner and keep track even with many open tickets.

• Strong communication skills: Excellent communication skills and a strong partner‑oriented mindset. Very good German and English skills in spoken and written form; additional languages are a plus.

• Ownership: You feel comfortable in a dynamic environment and enjoy taking responsibility.