Senior Customer Support Engineer (m/f/d)

Technical Support:

• Provide timely and effective technical assistance to customers experiencing issues with robotic products of the Agile Group
• Collaborate with the engineering team to understand and resolve complex technical problems
• Utilize remote support tools to diagnose and troubleshoot robotic systems
• Providing Onsite-Support for dedicated cases and customers
• Stakeholder-Activities for key customers and strategic partners

Customer Communication:

• Communicate with customers via phone, email, and chat to understand their needs and challenges
• Clearly and concisely convey technical information to both technical and non-technical users
• Maintain positive relationships with customers by ensuring a high level of customer satisfaction

Issue Resolution:

• Investigate and analyze reported issues, identify root causes, and implement solutions
• Document troubleshooting steps and resolutions for future reference
• Escalate unresolved issues to the appropriate internal teams for further investigation

Product Knowledge:

• Stay up-to-date on the latest features and updates to our robotic products
• Provide product training to customers to enhance their understanding and usage of our robotic solutions

Feedback and Improvement:

• Collect customer feedback and share insights with the product development team for continuous improvement
• Contribute to the creation of support documentation, FAQs, and knowledge-base articles
• Constant improvement of support processes, systems, tools, and services through analysis and feedback
• Support in the introduction and optimization of a global support team

• Bachelor's degree in Robotics, Mechanical Engineering, Electrical Engineering, or state-certified technician in one of these fields with at least 4 years of professional experience
• Proven experience in a customer support or technical support role, preferably in the robotics or automation industry 
• Familiarity with robotic systems, programming languages (e.g., ROS), and automation technologies
• Strong troubleshooting and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work independently and collaboratively in a dynamic and fast-paced environment
• Fluent in German and English
• Class B driver’s license / internationally valid driver’s license

• Dynamic high-tech startup combined with financial soundness and world-class investors
• Challenging tasks and projects within an innovative, striving field
• Great working environment in an interdisciplinary, international team of experts
• Room for personal as well as professional development
• Corporate Benefits Program that covers health, mobility, and learning with 100 Euros/ month
• A modern, up-to-date workplace and the regular team, as well as company events, contribute to a very good working atmosphere