Global Product Support Engineer (Robotics, Odense)

Job summary

This role involves providing expert technical support for advanced robotics products, ensuring customer satisfaction and operational uptime. The position is part of a global support team that addresses complex issues before escalation to product teams.

Qualifications

• Bachelor’s degree in Engineering (Electronics/Robotics/Mechatronics) or equivalent experience.
• Proven experience in development, technical support, systems integration, or field engineering for electromechanical products or robots.
• Strong troubleshooting skills in hardware, software, networking, and robotics.
• Excellent English communication skills, both written and verbal.
• Proficiency in general IT tools, including MS 365, Atlassian, and Salesforce.

Responsibilities

• Manage complex Level 3 support cases from triage to resolution, ensuring a high-quality customer experience.
• Diagnose issues across hardware, software, and third-party integrations.
• Reproduce defects and document root causes and workarounds.
• Engage product teams for deeper investigations and create root cause analyses.
• Prioritize support cases based on severity and business impact.
• Collaborate with various teams to address systemic issues and improve service readiness.
• Participate in post-incident reviews and enhance support tools and processes.

Skills

• Customer-centric mindset with proactive problem-solving abilities.
• Strong documentation practices.
• Hands-on experience with autonomous or collaborative robots is a plus.

Education

• Bachelor’s degree in a relevant engineering field or equivalent experience.

Tools

• Familiarity with MS 365, Atlassian products, Salesforce, and AI prompting tools.