Technical Support Agent (Robotics)

Location: Germany (Office). The posting also states that candidates must be eligible to work in the United States; visa sponsorship is not available.

Company

hirify.global develops mobile robots for demanding robotics applications and supports a global customer base.

What you will do

• Act as the first point of contact for customer support requests across chat, phone, email, and the customer portal.
• Assess incoming cases, determine severity and priority, categorize issues, and identify escalation paths.
• Resolve Tier 1 issues using standard procedures, technical documentation, and knowledge bases.
• Guide customers through diagnostics and collect system logs, configuration files, error reports, and other troubleshooting data.
• Prepare complete case documentation and escalate complex technical issues to Support Engineers.
• Contribute to knowledge-base updates, process improvements, and product knowledge across the robot portfolio.

Requirements

• Associate degree or equivalent experience.
• Ability to quickly learn computer hardware, software, and mechanical systems.
• Excellent verbal and written communication skills for chat and phone support.
• Ability to explain technical issues to audiences with different levels of technical knowledge.
• Eligibility to work in the United States is required.
• Visa sponsorship is not available for this position.

Culture & Benefits

• Full-time employment in an office-based role.
• Front-line work supporting advanced mobile robots and highly technical payloads and software.
• Collaboration with customers, Support Engineers, and specialist teams.