Service Desk / Technical Support (human) at Neura Robotics (Metzingen, Germany / Riederich, Germany)
Neura Robotics· Metzingen, Germany / Riederich, Germany·
Role details
Neura Robotics at a glance
German cognitive-robotics company building humanoid and collaborative robots that see, hear, feel, and learn to work alongside people.
NEURA Robotics designs cognitive robots (humanoids, collaborative arms, and mobile bases) plus the AI and platform that run them, all built in-house. Its flagship 4NE1 humanoid targets industrial workflows and everyday assistance, and the Neuraverse platform links deployed robots into a shared learning network.
~$1.7B+ raised · latest: Series C · up to $1.4B · June 2026 · backed by Tether, Amazon, NVIDIA, Qualcomm
Summary
The Service Desk / Technical Support Technician manages and responds to customer service requests, tracking tickets in Jira and coordinating with internal teams to resolve technical issues related to robotics products. The role requires documenting interactions, identifying patterns for process improvement, and proa...
Job description
At NEURA Robotics, we are shaping the future of human-robot collaboration. As part of our Service Team, you will be the first point of contact for our partners, supporting them in unlocking the full potential of our cutting-edge robotic systems. You ensure that every interaction reflects the innovation, reliability, and quality that NEURA stands for.
This role is ideal for you if you bring technical curiosity, strong communication skills, and a passion for helping people, while also looking to expand your knowledge in robotics, automation, and mechatronics.
YOUR RESPONSIBILITIES:
- Handling service requests: You receive partner inquiries in our Jira system and perform the initial analysis in a precise and traceable manner.
- Understanding issues: You identify and categorize technical issues related to our robotic products and assess their urgency and impact.
- Clean escalation: You structure each case clearly and hand it over for deeper analysis to our Service Engineers or, in case of a bug, to our Software Development Team.
- Interface between teams: You act as a link between partners, service, and engineering to ensure smooth case handling.
- Clear documentation: You maintain structured and complete documentation of all interactions and updates.
WHAT YOU CAN LOOK FORWARD TO:
- Technical understanding: You have a solid technical foundation, ideally through training or a degree in mechatronics, electrical engineering, computer science, or automation engineering.
- Enthusiasm for technology: You are motivated to understand how robotic systems work and continuously want to expand your knowledge.
- Support experience: Experience in technical support, service desk, or with ticketing and workflow systems such as Jira is a plus.
- Structured way of working: You approach tasks in a precise, organized, and solution-oriented manner and keep track even with many open tickets.
- Strong communication skills: Excellent communication skills and a strong partner-oriented mindset. Very good German and English skills in spoken and written form; additional languages are a plus.
- Ownership: You feel comfortable in a dynamic environment and enjoy taking responsibility.
- Basic knowledge of robotics and robotic systems.
- Experience providing remote support, live troubleshooting, and issue resolution.
- Strong English communication skills (C1) and German proficiency (B1).
- Basic knowledge of Linux and Python, with the ability to understand and analyse system logs.
Why work at Neura Robotics
- Culture: "Passion for Winning" — achievement-driven, self-responsible culture with flat hierarchies. Values include trust, honesty, speed, and "We Are Human" (people at the heart of everything).
- Flexibility: Flexible working hours, 30 days of vacation, and a hybrid-friendly environment.
- Team: Over 1,400 employees from more than 45 countries — highly skilled, international team of experts.
- Growth & Development: Support for personal and professional growth via Udemy training platform and more.
- Compensation: Competitive salary package with exclusive employee discounts.
- Perks: Summer parties, company town hall meetings, and regular team celebrations.
- Impact: Opportunity to work on cutting-edge cognitive robotics and AI that directly addresses labor shortages and makes a meaningful societal impact.
- Diversity: Explicitly welcomes applications from all backgrounds, emphasizing building a team that reflects the world.
- Application Process: Fast — initial feedback within a few days, interviews scheduled within two weeks.