Field Support Engineer – NOVA Platform
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Job Description
Support Engineer ensuring customers get the most out of Wandelbots' NOVA robotics software. Investigating, resolving issues, and offering technical support both remotely and on-site.
Responsibilities:
- Provide Level 1 and Level 2 technical support for NOVA customers
- Investigate, diagnose, and troubleshoot issues related to NOVA’s APIs, SDKs, applications, data services, and system architecture
- Perform system maintenance: software updates, log analysis, and basic bug investigation
- Provide basic hardware support (e.g., sensors, cameras, cable management) in collaboration with Wandelbots automation engineers and/or Wandelbots ecosystem partners and hardware vendors
- Collaborate with Product, Engineering, and Customer Success teams for escalations and feedback
- Maintain structured and detailed documentation and reporting of issues, resolutions, and customer feedback
- Provide on-site support at customer facilities during critical phases or escalations
- Contribute to improving support processes to increase efficiency and customer satisfaction
Requirements:
- Solid understanding of modern software systems, APIs, and cloud platform architectures (microservices and containers)
- Knowledge of industrial automation components (e.g., sensors, PLCs, cameras)
- Strong problem-solving mindset and hands-on technical skills
- Resilience, composure, and excellent customer communication skills under pressure
- Fluent in German and English, both written and spoken
- Valid driving license
- Willingness to live in Dresden and work at the HQ during the onboarding period
- Willingness to travel 50% or more of the time to customer sites
- Prior experience in field engineering or customer-facing support roles
- Experience supporting or working with industrial automation systems or robotics platforms
- Experience troubleshooting Linux-based systems and containerized applications
Benefits:
- 30 days of annual vacation plus additional time off over the Christmas to New Year period
- Up to 3 days of volunteer time off to support your preferred charity
- Training opportunities and mental health support
- Free lunch, snacks, and drinks
- Team events and social activities
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