Technical Support Engineer (m/f/d)

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