Robotics Support Lead at Sereact (Stuttgart, Germany)
Sereact· Stuttgart, Germany·
Role details
Competitive Compensation · Career Development Opportunities · Flexible Working Hours · Gym Membership (Wellpass) · Accommodation Coverage · Meals Coverage · Travel Expense Coverage
Summary
Lead and scale global technical support operations for AI-powered robotic systems. Manage a team of specialists, handle escalations, and collaborate with engineering to resolve complex issues while improving support processes and customer satisfaction.
Job description
About Us
Sereact is a rapidly growing embodied AI company revolutionizing industrial intelligence. We develop advanced robotics and artificial intelligence solutions that enable robotic systems to sense, reason, and act in real-world warehouse and factory environments, helping businesses streamline operations, increase productivity, and transform physical work.
Role Overview
As a Robotics Support Lead, you will be responsible for leading and scaling our global technical support operations for AI-powered robotic systems. This role combines hands-on technical expertise with team leadership, ensuring that customer issues are resolved efficiently while continuously improving support processes, tools, and performance. You'll manage and mentor a team of support specialists, oversee ticket prioritization and escalation handling, and work closely with engineering and product teams to diagnose and resolve complex technical challenges. By leveraging data and customer insights, you will drive improvements in system reliability, support workflows, and overall customer satisfaction in a fast-paced, robotics-driven environment. Your Responsibilities:
- Lead and mentor a team of customer support specialists
- Handle escalations and ensure timely resolution of complex issues
- Develop and implement support processes, KPIs, and SLAs
- Collaborate with engineering and robotics teams to resolve technical problems
- Analyze support data to identify trends and improve product/service quality
- Create and maintain knowledge base and documentation
- Ensure high customer satisfaction and continuous improvement
- Manage the global support queue, prioritising tickets based on urgency, impact, and SLA requirements
- Provide regular reporting on ticket statuses, resolution times, and team performance to leadership
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
Preferred Qualifications
- Background in robotics, mechatronics, or related field
- Experience in SaaS + hardware environments
- Familiarity with programming (Python, C++, ROS, etc.)
- Knowledge of troubleshooting robotic systems or IoT devices
What We Offer:
- 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
Why work at Sereact
- Culture: Fast‑paced, collaborative, with a strong emphasis on ownership and end‑to‑end project responsibility. Described as “uncharted territories” – ideal for engineers who want to push boundaries.
- Flexibility: Flexible working hours and remote/hybrid options (specific policy not detailed, but “flexible working” is listed as a standard benefit).
- Perks: Wellpass (wellness/fitness membership), regular team events, and a modern office in Stuttgart’s ARENA2036 innovation hub.
- Engineering focus: Work on cutting‑edge embodied AI, computer vision, and robotics – from research to deployment. Steep learning curve and visible impact.
- Global exposure: Opportunities to work across European and US teams.