Technical Support Specialist - EU at Apera AI

Germany

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Robotics, AI, Manufacturing, AutomationIndustries

Requirements

Minimum of 3 years of technical support, field service, or automation experience
Highly accountable and resourceful, demonstrating persistence and curiosity
Rapid learner who thrives on solving complex problems
Strong communicator who genuinely enjoys helping customers succeed
Based out of Europe

Responsibilities

Deliver expert-level technical support by resolving complex software and hardware challenges in customer automation cells
Troubleshoot issues in Apera’s AI-powered robotic vision software (Vue) and simulation tool (Forge)
Provide responsive solutions via phone, email, and chat
Collaborate closely with Field Application Engineers, Robotic Solutions Engineers, and the Product Team
Manage and resolve critical production downtime events
Communicate issue status and coordinate escalations to Engineering for timely resolution
Reproduce and document customer-reported bugs
Provide informed guidance on best practices for automation cell design in various application scenarios
Independently resolve at least 80% of incoming support tickets
Maintain compliance with Service Level Agreements (SLAs) for Time to First Response and Time to Resolution
Update and expand the knowledge base weekly
Create and implement process automations or customer self-service improvements
Document user experience gaps and propose actionable solutions
Troubleshoot complex customer issues remotely via diagnostic tools
Maintain clear, proactive communication with customers and internal stakeholders during incident resolution
Track bug resolution progress and ensure fixes resolve customer issues
Provide technical documentation and knowledge base articles to prevent recurring issues

Skills

Key technologies and capabilities for this role

RoboticsAIMachine VisionTroubleshootingTechnical SupportVueForgeIncident ManagementProcess AutomationCustomer Support

Questions & Answers

Common questions about this position

Is this Technical Support Specialist role remote or office-based?

The role is based out of Europe to support partners in those time zones, but specific details on remote or office requirements are not provided.

What salary or compensation does this position offer?

This information is not specified in the job description.

What key skills are required for the Technical Support Specialist role?

Expert-level troubleshooting of software and hardware in customer automation cells, proficiency in Apera’s Vue and Forge tools, technical communication, incident management, and knowledge of automation cell best practices are essential.

What growth opportunities are available in this role?

You’ll gain deep technical exposure and advanced troubleshooting skills with AI-driven automation solutions, build proficiency in technical communication, incident management, and process automation, and become an expert in Vue and Forge.

What makes a strong candidate for this Technical Support Specialist position?

Strong candidates can resolve complex technical issues in AI-powered robotic vision software and hardware, manage production downtime events, reproduce bugs accurately, meet SLAs for ticket resolution, and contribute to the knowledge base.

Apera AI

AI-powered 3D vision systems for automation

About Apera AI

Apera AI specializes in automation solutions using advanced AI-powered vision technology. Their main product is the 4D Vision Platform, which processes visual information at a speed of up to 2Hz, allowing for rapid and accurate 3D vision systems. This technology enables robots to perform tasks like picking and placing objects with sub-millimeter accuracy, ensuring they can do so correctly on the first attempt without needing to regrip. Apera AI stands out from competitors by focusing on high-speed and precise automation, catering specifically to the manufacturing and logistics sectors where efficiency is critical. The company's goal is to enhance productivity and reduce downtime for their clients by providing tailored vision intelligence solutions that improve operational effectiveness.

Vancouver, CanadaHeadquarters

2016Year Founded

$3.7MTotal Funding

CONVERTIBLECompany Stage

Robotics & Automation, Industrial & Manufacturing, AI & Machine LearningIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Stock Options

Flexible Work Hours

Professional Development Budget

Risks

Emerging competitors like XYZ Robotics threaten Apera AI's market share.

Tech giants' advancements in machine learning could outpace Apera AI's technology.

Rapid technological changes may render Apera AI's current technology obsolete.

Differentiation

Apera AI's 4D Vision offers sub-millimeter pose estimation accuracy.

Apera Vue is robot-agnostic, compatible with various popular robot brands.

Apera AI provides the fastest 3D vision systems with a cycle time of up to 2Hz.

Upsides

Growing demand for cobots requires advanced vision systems like Apera's.

AI-driven quality control systems in manufacturing boost demand for precise vision technology.

Rising interest in AI-powered vision systems for logistics automation enhances Apera's market potential.

Land your dream remote job 3x faster with AI

Try Jobo Free