Customer Support Engineer - Europe (Contract)

Position Overview:

Responsibilities

• Technical Customer Support (Forward-Deployed): Act as the primary technical support contact for international customers. Be hands-on and customer-facing, diagnosing and resolving issues quickly and empathetically to ensure smooth operation of Simbe’s robotic systems. Deepen client relationships by delivering excellent support. Leverage CLI tools and internal data inspection utilities to analyze robot telemetry and computer vision outputs in real time.
• Tooling, Automation Process Improvement: Design and implement technical tools and automation, leveraging best-in-class agentic AI capabilities, to enhance customer support efficiency and scalability. Collaborate closely with internal stakeholders to identify and improve processes. Design lightweight scripts, queries, or dashboards to automate recurring issues or aggregate customer feedback across Jira and other platforms.
• Customer Onboarding Enablement: Lead technical onboarding for new customers, providing tailored support and training to ensure successful deployments and long-term adoption of Simbe solutions.
• Cross-Functional Collaboration: Act as a technical liaison between the Customer Experience team and sales, engineering, product, and operations teams. Track and escalate complex issues efficiently with clear documentation.
• Continuous Feedback Optimization: Actively collect customer feedback and translate it into actionable insights for internal improvements. Prioritize enhancements that drive international customer satisfaction and long-term retention.
• Reporting Systems Management: Maintain high-quality documentation in Jira, Salesforce, and other internal tools. Report to leadership and key stakeholders regularly on technical support performance and trends. Comfortable exporting, faceting, and analyzing data sets from internal tools and ticketing systems to uncover patterns or anomalies. Perform visual inspecti

Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical field.
• 4–6 years of experience in technical support or engineering roles, ideally within robotics, automation, or high-tech environments.
• Comfort reviewing visual data outputs (e.g., annotated images, computer vision overlays) to support system validation and debugging.
• Strong hands-on experience in technical troubleshooting, forward-deployed customer support, and leading edge agentic AI in a customer support application.
• Proven ability to design and implement tools and automation that drive scalability and operational efficiency.
• Deep customer empathy with the ability to balance urgency and quality in fast-paced international environments.
• Proficiency with basic command line tools (e.g., bash, ssh) and navigating logs or remote systems to diagnose issues.
• Experience faceting and manipulating structured data (e.g., using SQL, CSV tools, or internal analytics platforms) to support root cause analysis.
• Experience working with Jira, Salesforce, or equivalent systems.
• Experience with AI workflows or interest in working with emerging LLM/co-pilot-style support tooling is a plus.
• Outstanding verbal and written communication skills, capable of interacting with both technical and non-technical stakeholders.
• Experience supporting or improving BPO processes is a significant plus.
• Willingness to travel internationally to customer sites as needed.
• EU-based location strongly preferred to support our growing European footprint.