Director of Technical Support (Robotics)

Location: Stuttgart, Germany; hybrid work; willingness to travel to customer sites required.

Company

hirify.global builds AI-driven robotic pick-and-place and returns-handling cells for warehouses and factories, combining robot arms, adaptive force-controlled grippers, AI vision, safety cabinets, and the Cortex vision-language-action model.

What you will do

• Build and operate the customer-facing support desk, including ticket intake, triage, severity tiers, response and restore targets, and SLA frameworks.
• Define EU support coverage and plan US time-zone coverage as the deployed fleet grows.
• Develop remote diagnostics using Cortex telemetry and run escalation loops with Engineering to identify root causes and improve the product.
• Coordinate field service, dispatch, on-site playbooks, and third-party field technicians.
• Own customer-facing RMA processes, spare-parts availability, onboarding, operator training, documentation, and the knowledge base.
• Own fleet uptime, MTTR, first-contact and first-visit resolution, SLA attainment, and CSAT while hiring and leading the first support and field engineers.

Requirements

• 8+ years of experience in technical support, field service, or after-sales for complex hardware, including several years leading teams.
• Experience building a technical support, field service, or after-sales function from scratch for a deployed hardware product as the installed base grew from tens to hundreds of sites.
• Hands-on experience with remote diagnostics and telemetry, ticketing and SLAs, engineering escalations, spares and RMA, and field-service coordination.
• Degree in mechatronics, electrical or mechanical engineering, automation, or a related field, or equivalent practical experience.
• Technical depth in mechatronics, controls, or robotics, with comfort working with software and telemetry data.
• Strong command of service metrics including MTTR, uptime, SLA attainment, and first-contact resolution.
• Calm, structured escalation management with customers and internal teams.
• Fluent German and English.
• Willingness to travel to customer sites.

Nice to have

• Experience in robotics, warehouse automation, AMRs, industrial automation, or service for other deployed complex hardware such as energy storage, drones, medical or lab equipment, semiconductor equipment, or machinery.
• Experience with IoT fleet monitoring or remote telemetry tooling.
• Experience running service coverage across the EU and US.
• Background in application or commissioning engineering.

Culture & Benefits

• Competitive salary and equity in a fast-growing Series B robotics company.
• Flexible PTO.
• Collaborative, high-ownership culture.
• Ownership of how customers experience hirify.global after their cells go live.