Technical Support Engineer (m/f/d)

Sereact GmbH

Job Overview

Location

Stuttgart Schockenriedstr. 17

Job Type

Full-time

Full Job Description

📋 Description

• As a Technical Support Engineer (m/f/d) at Sereact GmbH, you will serve as the Robotics Support Lead EU, responsible for leading and scaling global technical support operations for AI-powered robotic systems. This role is critical to ensuring seamless customer experiences by resolving complex technical issues efficiently while driving continuous improvement in support processes, tools, and team performance. You will act as a bridge between customers, engineering, and product teams, leveraging your technical expertise and leadership skills to enhance system reliability and customer satisfaction in a fast-paced, innovation-driven environment.
• Your day-to-day responsibilities will include leading and mentoring a team of customer support specialists, handling escalations to ensure timely resolution of complex technical issues, developing and implementing support processes, KPIs, and SLAs to standardize and improve service delivery, collaborating closely with engineering and robotics teams to diagnose and resolve intricate technical challenges, analyzing support data to identify trends and drive product and service quality improvements, creating and maintaining a comprehensive knowledge base and documentation for both internal and external use, ensuring high customer satisfaction through proactive issue resolution and continuous feedback loops, managing the global support queue by prioritizing tickets based on urgency, impact, and SLA requirements, and providing regular reporting on ticket statuses, resolution times, and team performance to leadership to inform strategic decisions.
• You will be part of a rapidly growing embodied AI company at the forefront of industrial intelligence, where Sereact develops advanced robotics and AI solutions that enable robotic systems to sense, reason, and act in real-world warehouse and factory environments. The company is transforming physical work by helping businesses streamline operations, increase productivity, and adopt intelligent automation at scale. You will join a motivated, open-culture team that values innovation, collaboration, and technical excellence, working in a dynamic environment where your contributions directly impact product evolution and customer success.
• In this role, you will develop deep expertise in AI-powered robotic systems and industrial automation, strengthen your leadership and cross-functional collaboration abilities, gain hands-on experience in building and scaling technical support operations in a high-growth tech environment, and enhance your data-driven decision-making skills through metrics analysis and reporting. You will also have the opportunity to influence product design through customer insights, contribute to knowledge sharing initiatives, and grow professionally within a company that is revolutionizing how industries operate through embodied intelligence.

🎯 Requirements

• 5+ years of experience in customer support or technical support
• 2+ years in a leadership or supervisory role
• Experience working with robotics systems, automation, or hardware products
• Strong problem-solving and communication skills
• Familiarity with CRM tools and support platforms
• Ability to manage cross-functional teams
• Proven ability to manage high-volume ticketing and prioritise competing technical demands
• Strong data literacy with experience reporting on operational metrics and projects
• Background in robotics, mechatronics, or related field (Preferred)
• Experience in SaaS + hardware environments (Preferred)
• Familiarity with programming (Python, C++, ROS, etc.) (Preferred)
• Knowledge of troubleshooting robotic systems or IoT devices (Preferred)
• Willingness and ability to travel extensively across Europe (approximately 50%) (Required)

🏖️ Benefits

• Highly competitive compensation and excellent career development opportunities in a fast-growing company
• Flexible working hours
• Wellpass (gym membership)
• Full coverage of accommodation, meals, and travel expenses while on deployment
• A motivated team and an open corporate culture

Skills & Technologies

Python

Onsite

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Sereact GmbH

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About Sereact GmbH

Sereact is a German robotics software company founded in 2021 at the University of Stuttgart. It provides AI-driven vision and manipulation technology that lets industrial robots autonomously pick, place and handle arbitrary objects without manual programming or training data. The company’s transformer-based models integrate with existing warehouse and factory systems, enabling same-day deployment for logistics, e-commerce and manufacturing customers seeking flexible automation.

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