About the job
About Us:
At sereact, we are pioneering advancements in robotics, creating intelligent systems that empower robots to perceive, analyze, and interact with the physical world. Our innovative technology bridges the automation challenges faced by traditional systems, transforming the landscape of industrial operations in warehouses and factories. Join us on our mission to revolutionize the way manual tasks are accomplished, and collaborate with us to shape the future of robotics.
Position Overview:
We are looking for a dynamic, tech-savvy Technical Support Engineer to become a key member of our fast-growing AI robotics startup. In this role, you will deliver outstanding technical support to our clients, ensuring efficient operation and quick resolution of any technical challenges associated with our robotic systems deployed across Europe. You’ll utilize tools such as SSH, Docker, and Python to remotely access and troubleshoot robotic units, guiding customers through structured problem-solving processes, while collaborating with internal teams to tackle complex hardware and software issues.
Your Key Responsibilities:
Customer Support:
Deliver first-line technical assistance for our advanced AI robotics solutions.
Act as the primary contact for customers, providing technical support characterized by effective communication, active listening, and empathetic problem-solving to ensure an exceptional customer experience.
Diagnose and fix hardware and software issues using SSH, Python, Docker, and other relevant tools.
Work collaboratively with internal and external teams to resolve intricate technical challenges.
Escalate unresolved issues and ensure prompt resolution by consulting with specialized teams.
Serve as an on-call support resource during designated shifts to handle urgent customer concerns.
Optimization:
Contribute to our knowledge base and tools, enhancing a collaborative and learning-oriented work environment.
Maintain precise records of incidents, solutions, and customer interactions.
Identify recurring issues and participate in initiatives aimed at product and process enhancements.
Lead the development of platform improvements, including ticketing systems, customer dashboards, and debugging tools.

