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Join Simbe Robotics, a global leader in retail robotics technology. We transform retail operations through innovative solutions, leveraging advanced robotics and AI to optimize the customer experience. We value transparency, empathy, agility, and technical excellence.
Position Overview:
We are seeking a deeply technical, customer-centric candidate to join Simbe’s Customer Experience team as a Technical Customer Support Specialist. In this high-impact role, you will support international customers by deploying and optimizing Simbe’s robotic solutions on the ground while actively contributing to process improvement initiatives. This contract role is ideal for a technically-minded problem solver who thrives in dynamic, customer-facing environments and is passionate about delivering scalable, high-quality support solutions. This role requires strong fluency with technical troubleshooting tools, command line interfaces, basic scripting, and experience navigating structured data to support and debug complex robotic and AI workflows in dynamic, real-world environments.
Responsibilities
- Technical Customer Support (Forward-Deployed): Act as the primary technical support contact for international customers. Be hands-on and customer-facing, diagnosing and resolving issues quickly and empathetically to ensure smooth operation of Simbe’s robotic systems. Deepen client relationships by delivering excellent support. Leverage CLI tools and internal data inspection utilities to analyze robot telemetry and computer vision outputs in real time.
- Tooling, Automation & Process Improvement: Design and implement technical tools and automation, leveraging best-in-class agentic AI capabilities, to enhance customer support efficiency and scalability. Collaborate closely with internal stakeholders to identify and improve processes. Design lightweight scripts, queries, or dashboards to automate recurring issues or aggregate customer feedback across Jira and other platforms.
- Customer Onboarding & Enablement: Lead technical onboarding for new customers, providing tailored support and training to ensure successful deployments and long-term adoption of Simbe solutions.
- Cross-Functional Collaboration: Act as a technical liaison between the Customer Experience team and sales, engineering, product, and operations teams. Track and escalate complex issues efficiently with clear documentation.
- Continuous Feedback & Optimization: Actively collect customer feedback and translate it into actionable insights for internal improvements. Prioritize enhancements that drive international customer satisfaction and long-term retention.
- Reporting & Systems Management: Maintain high-quality documentation in Jira, Salesforce, and other internal tools. Report to leadership and key stakeholders regularly on technical support performance and trends. Comfortable exporting, faceting, and analyzing data sets from internal tools and ticketing systems to uncover patterns or anomalies. Perform visual inspection and interpretation of AI-driven product availability and store performance data.
Qualifications
- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical field.
- Proficiency in German (B2 or above) is strongly desired.
- 4–6 years of experience in technical support or engineering roles, ideally within robotics, automation, or high-tech environments.
- Comfort reviewing visual data outputs (e.g., annotated images, computer vision overlays) to support system validation and debugging.
- Strong hands-on experience in technical troubleshooting, forward-deployed customer support, and leading edge agentic AI in a customer support application.
- Proven ability to design and implement tools and automation that drive scalability and operational efficiency.
- Deep customer empathy with the ability to balance urgency and quality in fast-paced international environments.
- Proficiency with basic command line tools (e.g., bash, ssh) and navigating logs or remote systems to diagnose issues.
- Experience faceting and manipulating structured data (e.g., using SQL, CSV tools, or internal analytics platforms) to support root cause analysis.
- Experience working with Jira, Salesforce, or equivalent systems.
- Experience with AI workflows or interest in working with emerging LLM/co-pilot-style support tooling is a plus.
- Outstanding verbal and written communication skills, capable of interacting with both technical and non-technical stakeholders.
- Experience supporting or improving BPO processes is a significant plus.
- Willingness to travel internationally to customer sites as needed.
- EU-based location strongly preferred to support our growing European footprint.
At Simbe, you will be at the forefront of retail innovation, working with cutting-edge AI and robotics technologies to transform retail operations. Our culture is dynamic, inclusive, and driven by a passion for improving the way retailers operate and serve their customers. Join us to be a part of a team that is not only reshaping the future of retail but also offering immense value to our clients worldwide.
Simbe Values: R. E. T. A. I. L.
Result Driven - We are customer-centric and results-driven. We strive to create immense value for our team, partners, customers, and investors.
Empathetic - We are sensitive and mindful. We support each other in challenging times, both professionally and personally.
Transparent - We highly value open communication internally, and with our partners and customers. We are receptive to feedback.
Agile - We are agile and always eager to learn. We quickly adapt to changes and customer needs.
Innovative - We are bold and innovative, with an intense focus on product design and user experience.
Leaders - We strive for excellence. We are accountable, the best at what we do, and leaders in our field.
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