We are seeking a highly motivated and tech-savvy individual to join a fast-paced AI robotics start-up as part of the 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:
-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.
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.
-Proficiency in Python programming and the ability to debug and analyze 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.
-Fluent in German and English
-Ability to work in a fast-paced start up environment and handle on-call responsibilities as needed.
Proactive Global is committed to equality in the workplace and is an equal opportunity employer.
Proactive Global is acting as an Employment Business in relation to this vacancy.
Senior Technical Support Engineer
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