Technical Consultant - L2 Support for AI Robotic Systems

Náplň práce, právomoci a zodpovednosti:

We are seeking a highly skilled and motivated Technical Consultant to join our Brightpick Support L2 Team. In this role, you will be responsible for resolving complex technical issues escalated from Level 1 (L1) support and customers, ensuring smooth and efficient solutions for our Brightpick products. Your ability to troubleshoot, diagnose, and communicate effectively with customers will play a critical role in maintaining high levels of customer satisfaction.

Location
Bratislava

Type of employment
Full-time

Salary (brutto)
From € 1700/month based on your experience and skills

Core responsibilities:

• Technical Issue Resolution: Handle and resolve complex technical issues escalated from Level 1 (L1) support and from the customer.
• Diagnose and troubleshoot technical problems related to Brightpick products.
• Customer Interaction:Provide clear, concise, and timely communication to customers regarding their technical issues.
• Ensure high levels of customer satisfaction through professional and empathetic interactions.
• Documentation and Reporting: Document all support interactions and resolutions in the CRM systems (Jira, Google WorkSpace).
• Maintain and update technical documentation and knowledge base articles.
• Collaboration: Work closely with other support levels (L1 and L3) and departments such as product, R&D, Service Technicians, Project and other to resolve customer issues. Service interventions are triggered by processes on L2.
• Cooperation with the customer regarding new deployments, issue quotations and service interventions.
• Relay complex technical issues to the appropriate team for further investigation and resolution.
• Continuous Improvement: Identify recurring technical issues and suggest improvements to prevent future occurrences.
• Stay updated with the latest product updates and technical support trends.
• Training and Development: Participate in ongoing training sessions to improve technical skills and product knowledge.
• Assist in training L1 support team members and others on new products and technologies.

Requirements:

• Strong technical background
• Experience in troubleshooting and resolving complex technical issues, especially in a customer support context
• Proficiency in CMR systems (e.g. Jira, Google Workspace) for documenting and tracking support cases
• Ability to diagnose and resolve technical problems efficiently, applying logical thinking and attention to detail.
• Capability to escalate and relay issues to the appropriate teams when necessary.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly and concisely to non-technical customers.
• Strong interpersonal skills for working collaboratively with cross-functional teams and customers.
• Proven ability to work effectively with colleagues from various departments, including L1, L3, product teams, R&D, and service technicians.
• Ability to provide feedback and suggest improvements based on customer feedback and recurring technical issues
• Nice to have are technical skills in automation and robotics
• Fluent in both English and Slovak language

Benefits:

• Daily breakfast in the office
• Option of working from home/hybrid work (in case the position allows it)
• Flexible work schedule (in case the position allows it)
• Sick days
• Parking for everyone, bike storage with showers and changing rooms on site at our HQ
• Rooftop terrace with nice view of Bratislava
• Dog friendly office
• Multisport Card
• Referral program

Additional benefits you can choose from after 1st year:

• Multisport Card (with company contribution)
• Contribution to a recreation stay
• Year-round healthcare access at ProCare
• Supplementary pension contribution (III pilier)
• Brain boost - budget for professional development
• Annual public transportation pass
• E-Shop voucher to buy anything you might need