Robotics Support Lead

ABOUT US

Sereact 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.

ROLE OVERVIEW

As 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.

Your Responsibilities:

• Lead and mentor a team of customer support specialists
• Handle escalations and ensure timely resolution of complex issues
• Develop and implement support processes, KPIs, and SLAs
• Collaborate with engineering and robotics teams to resolve technical problems
• Analyze support data to identify trends and improve product/service quality
• Create and maintain knowledge base and documentation
• Ensure high customer satisfaction and continuous improvement
• Manage the global support queue, prioritising tickets based on urgency, impact, and SLA requirements
• Provide regular reporting on ticket statuses, resolution times, and team performance to leadership

REQUIREMENTS

• 5+ years of experience in customer support or technical support
• 2+ years in a leadership or supervisory role
• Experience working with robotics systems, automation, or hardware products
• Strong problem-solving and communication skills
• Familiarity with CRM tools and support platforms
• Ability to manage cross-functional teams
• Proven ability to manage high-volume ticketing and prioritise competing technical demands
• Strong data literacy with experience reporting on operational metrics and projects

Preferred Qualifications

• Background in robotics, mechatronics, or related field
• Experience in SaaS + hardware environments
• Familiarity with programming (Python, C++, ROS, etc.)
• Knowledge of troubleshooting robotic systems or IoT devices

What We Offer:

• Highly competitive compensation and excellent career development opportunities in a fast-growing company
• Flexible working hours
• Wellpass (gym membership)
• Full coverage of accommodation, meals, and travel expenses while on deployment
• A motivated team and an open corporate culture