Service Desk / Technical Support (human)

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.