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Senior Support Engineer

Sereact GmbH· Operations
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Remote$180k - $210kFull-timePosted 5d ago

About the role

Senior Support Engineer to ensure reliability of AI-powered robotic systems post-deployment, acting as primary technical contact for customers, diagnosing hardware/software issues, and driving continuous improvement of tools and processes. Remote position based in the United States with initial onboarding travel to Germany and Europe, and occasional travel within North America.

Responsibilities

  • Serve as the primary technical support contact for customers operating Sereact robotic systems.
  • Provide timely remote support, diagnosing hardware, software, networking, and system integration issues using SSH, Docker, Python, logs, and diagnostic tools.
  • Own customer incidents from initial report through resolution while providing clear communication, status updates, and executive-ready report-outs.
  • Participate in an on-call support rotation for critical customer issues.
  • Collaborate with software, robotics, deployment, and hardware teams to resolve complex technical issues.
  • Perform root cause analysis and drive improvements to product reliability, support processes, documentation, and knowledge bases.
  • Develop and improve internal support tools, customer dashboards, debugging utilities, and ticketing workflows.
  • Support software updates, hardware upgrades, and system maintenance activities.
  • Partner with deployment engineers to ensure smooth customer handoffs.
  • Provide customer feedback that influences future product development.
  • Proactively monitor deployment health and identify issues before they impact operations.
  • Support field deployments and help establish best practices for the North American support organization.

Qualifications

  • Bachelor's degree in Computer Science, Engineering, Robotics, or related field (or equivalent practical experience).
  • 5+ years supporting complex hardware/software systems in customer-facing environments.
  • Experience with robotics, automation, or industrial equipment.
  • Experience troubleshooting Linux-based systems using SSH, Docker, and command-line tools.
  • Willingness to travel internationally for training and periodically throughout North America (approximately 10%).
  • Strong Python and Linux troubleshooting skills.
  • Experience with Docker, SQL, networking fundamentals, and API-based systems.
  • Excellent analytical problem-solving and root cause analysis.
  • Exceptional written and verbal communication with strong customer focus.
  • Highly organized with an ownership mentality and ability to manage multiple priorities.
  • Comfortable working independently in a fast-paced startup environment.

Skills

Required:PythonLinuxDockerSQLNetworking fundamentalsAPI-based systemsCommunicationHospitality in customer-facing roles

Benefits

  • Medical, dental, and vision insurance for you and your dependents
  • 401(k) with 100% company match
  • 20 days paid time off
  • Paid sick leave
  • Parental leave
  • Wellness or gym stipend
  • Learning and development support
  • Equity/Bonus
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Sereact GmbH

One Brain. Any Robot.

The industrial autonomy platform providing real-world autonomous robotics powered by Vision-Language-Action AI.

CortexHumanoidLensPick and PlacePlatformPutwallReturns HandlingRobotic Putwall
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