Beschreibung

In this role, you will be the go-to person for ensuring customers maximize their use of the NOVA platform. Your day-to-day responsibilities will involve troubleshooting technical issues, performing system maintenance, and collaborating with various teams to enhance customer satisfaction.

Anforderungen

• •Solid understanding of modern software systems, APIs, and cloud platform architectures
• •Knowledge of industrial automation components
• •Strong problem-solving mindset and hands-on technical skills
• •Resilience, calmness, and excellent communication skills with customers
• •Fluency in German and English, written and spoken
• •Driving license
• •Willingness to live in Dresden and work at the HQ during onboarding
• •Travel 50% or more of your time to customer sites
• •Based and live in Stuttgart, Munich or Frankfurt
• •Prior experience in field engineering or customer-facing support roles
• •Experience with industrial automation systems or robotics platforms
• •Experience in industrial robotics and comfortable with Yaskawa, Kuka, ABB, and/or Fanuc controllers
• •Experience troubleshooting Linux-based systems and containerized applications

Aufgaben

• •Provide Level 1 and Level 2 technical support for NOVA customers
• •Investigate, diagnose, and troubleshoot issues related to NOVA's APIs, SDKs, applications, data services, and system architecture
• •Perform system maintenance, including software updates, log analysis, and basic bug investigation
• •Ensure basic support of hardware, such as sensors and cameras, in collaboration with automation engineers and hardware vendors
• •Collaborate with Product, Engineering, and Customer Success teams for escalations and feedback
• •Document and report issues, fixes, and customer feedback in a structured and detailed manner
• •Conduct on-site support at customer facilities during critical phases or escalations
• •Help improve support processes to enhance efficiency and customer satisfaction

Tools & Technologien

Benefits