Technical Support Engineer (m/f/d)

Sereact GmbH

Germany (OH)

Hybrid

USD 69,000 - 104,000

Full time

14 days+

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Benefits offered by this job

Wellpass (gym membership)

Flexible working hours

Option to work from home when needed

Competitive compensation

Career development opportunities

Job summary

Sereact GmbH is seeking a highly motivated Technical Support specialist to join our fast-paced AI robotics startup. You will provide first-line technical support for robot deployments across Europe, remotely diagnose using SSH, Docker and Python, and guide customers through structured problem-solving processes.

Responsibilities include handling on-call shifts, documenting incidents, collaborating with hardware and software teams, and contributing to knowledge base improvements.

Qualifications

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%

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 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.
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.

Skills

Python programming

German and English fluency

SQL

SSH and Docker

Customer support experience

Robotics familiarity

On-call readiness

Education

Bachelor's degree or higher in a technical field

Tools

SSH

Docker

Python

Job description

Who We Are:

We build the intelligence that lets robots sense, reason, and act in the real world—moving beyond the lab and into everyday industrial settings like warehouses and factories. Our technology closes the automation gaps that traditional systems can't solve. We are on a mission to redefine how physical work gets done, and we're looking for curious, bold thinkers to help shape the future of robotics with us.

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:

Application
Take-home assignment: You'll work on a short, role-relevant task with clear instructions and a deadline.
Cultural fit interview (40 min): A conversation about how you work, what motivates you, and what you're looking for. Expect CV highlights, your 'why,' and time for your questions.
Technical fit interview (45 min): A deeper dive into your skills and problem-solving approach for this role.
On-site visit: Meet the team in our office and collaborate on a real challenge similar to the work you'd do here. You'll also meet a founder; we aim to give you a clear feel for the role and environment.

What We Offer: