{"id":142617,"url":"https://alion.io/job/sereact-robotics-field-support-lead-eu-mfd","title":"Robotics Support Lead","company":{"id":51885,"name":"Sereact","domain":"sereact.ai","url":"https://alion.io/company/sereact","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":83,"open_postings":13,"ghost_share":0,"stale_share":0.462,"repost_share":0,"time_to_fill_p50_days":62,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Stuttgart, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":95000,"max_usd":191000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":12},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"C++","optional":true},{"name":"Embodied AI","optional":true},{"name":"Python","optional":true},{"name":"ROS","optional":true}],"status":"live","first_seen_at":"2026-04-09T13:31:34Z","employer_posted_date":"2026-04-09","last_verified_at":"2026-10-18T08:18:56Z","board_verified":true,"closed_at":null,"days_open":191,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":191},"description":"About Us\nSereact is a rapidly growing embodied AI company revolutionizing industrial intelligence. We develop advanced robotics and artificial intelligence solutions that enable robotic systems to sense, reason, and act in real-world warehouse and factory environments, helping businesses streamline operations, increase productivity, and transform physical work.\nRole Overview\nAs a Robotics Support Lead, you will be responsible for leading and scaling our global technical support operations for AI-powered robotic systems. This role combines hands-on technical expertise with team leadership, ensuring that customer issues are resolved efficiently while continuously improving support processes, tools, and performance. You'll manage and mentor a team of support specialists, oversee ticket prioritization and escalation handling, and work closely with engineering and product teams to diagnose and resolve complex technical challenges. By leveraging data and customer insights, you will drive improvements in system reliability, support workflows, and overall customer satisfaction in a fast-paced, robotics-driven environment.\nYour Responsibilities:\nLead and mentor a team of customer support specialists\n\nHandle escalations and ensure timely resolution of complex issues\n\nDevelop and implement support processes, KPIs, and SLAs\n\nCollaborate with engineering and robotics teams to resolve technical problems\n\nAnalyze support data to identify trends and improve product/service quality\n\nCreate and maintain knowledge base and documentation\n\nEnsure high customer satisfaction and continuous improvement\n\nManage the global support queue, prioritising tickets based on urgency, impact, and SLA requirements\n\nProvide regular reporting on ticket statuses, resolution times, and team performance to leadership\n\nRequirements\n5+ years of experience in customer support or technical support\n\n2+ years in a leadership or supervisory role\n\nExperience working with robotics systems, automation, or hardware products\n\nStrong problem-solving and communication skills\n\nFamiliarity with CRM tools and support platforms\n\nAbility to manage cross-functional teams\n\nProven ability to manage high-volume ticketing and prioritise competing technical demands\n\nStrong data literacy with experience reporting on operational metrics and projects\n\nPreferred Qualifications\nBackground in robotics, mechatronics, or related field\n\nExperience in SaaS + hardware environments\n\nFamiliarity with programming (Python, C++, ROS, etc.)\n\nKnowledge of troubleshooting robotic systems or IoT devices\n\nWhat We Offer:\nHighly competitive compensation and excellent career development opportunities in a fast-growing company\n\nFlexible working hours\n\nWellpass (gym membership)\n\nFull coverage of accommodation, meals, and travel expenses while on deployment\n\nA motivated team and an open corporate 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