Robotics Support Lead (AI Robotics)

Location: Hybrid in Stuttgart, Germany; extensive travel across Europe, approximately 50%, is required.

Company

hirify.global develops embodied AI and robotics solutions that help warehouse and factory systems sense, reason, and act in real-world environments.

What you will do

• Lead and mentor a team of customer support specialists.
• Manage the global support queue, prioritizing tickets by urgency, impact, and SLA requirements.
• Handle escalations and coordinate timely resolution of complex technical issues with engineering, robotics, and product teams.
• Develop support processes, KPIs, SLAs, knowledge bases, and technical documentation.
• Analyze support data and report on ticket status, resolution times, and team performance.
• Drive improvements in system reliability, support workflows, service quality, and customer satisfaction.

Requirements

• 5+ years of experience in customer or technical support, including 2+ years in a leadership or supervisory role.
• Experience with robotics systems, automation, or hardware products.
• Strong problem-solving, communication, data literacy, and cross-functional collaboration skills.
• Experience managing high-volume ticketing, prioritizing competing technical demands, and reporting operational metrics.
• Familiarity with CRM tools and support platforms.
• Ability and willingness to travel extensively across Europe, approximately 50%.

Nice to have

• Background in robotics, mechatronics, or a related field.
• Experience in SaaS and hardware environments.
• Familiarity with Python, C++, ROS, or similar technologies.
• Knowledge of troubleshooting robotic systems or IoT devices.

Culture & Benefits

• Flexible working hours and an open corporate culture.
• Career development opportunities in a fast-growing company.
• Wellpass gym membership.
• Accommodation, meals, and travel expenses are fully covered during deployments.
• Collaborative work with a motivated team.