Technical Support Engineer (m/f/d)

Sereact; Germany (OH); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Gym membership

Flexible working hours

Option to work from home

Job summary

Sereact is seeking a tech-savvy individual for a technical support role in our AI robotics startup. Responsibilities include diagnosing and troubleshooting hardware and software issues, collaborating with teams to ensure customer satisfaction, and maintaining documentation.

Candidates should have a Bachelor’s degree in a technical field, 2-3 years of experience in robotics, and proficiency in Python. We offer competitive compensation, flexible working hours, and opportunities for career development.

Qualifications

• Minimum of 2-3 years of work experience in robotics and customer-facing roles.
• Experience with remote support tools and willingness to travel ≈50-75%.
• Experience in the logistics industry is a plus.

Responsibilities

• Provide first-line technical support for AI robotics systems.
• Diagnose and troubleshoot hardware and software issues.
• Collaborate with teams to solve complex technical problems.

Skills

Proficiency in Python programming

Fluent in German and English

Strong troubleshooting skills

Excellent communication skills

Familiarity with robotics systems

Education

Bachelor’s degree in Computer Science, Engineering, Robotics

Tools

SSH

Docker

SQL

Job description

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 guide customers through structured problem‑solving processes on‑site while 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.

What We Offer:

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