About talentnexus
At talentnexus, we are redefining the future of retail through cutting‑edge robotics and artificial intelligence. Our mission is to empower retailers worldwide with autonomous solutions that streamline operations, elevate the customer experience, and unlock new revenue streams. With a portfolio that spans autonomous checkout, inventory management, and in‑store navigation, talentnexus is at the forefront of the retail technology revolution.
Our culture is built on transparency, empathy, agility, and technical excellence. We celebrate bold innovation, champion continuous learning, and foster an inclusive environment where every team member can thrive. If you are passionate about solving real‑world problems with technology and want to make a tangible impact on the global retail landscape, talentnexus is the place for you.
Position Overview
We are looking for a highly technical, customer‑centric professional to join our Customer Experience team as a Technical Customer Support Engineer. In this high‑impact role, you will be the primary point of contact for our international customers, deploying and optimizing talentnexus’s robotic solutions on the ground while driving process improvements that scale our support operations.
This is a contract‑based role ideal for a problem‑solver who thrives in dynamic, customer‑facing environments and is passionate about delivering scalable, high‑quality support solutions. You will be expected to possess strong fluency with technical troubleshooting tools, command‑line interfaces, basic scripting, and experience navigating structured data to debug complex robotic and AI workflows in real‑world settings.
Key Responsibilities
Technical Customer Support (Forward‑Deployed)
- Act as the primary technical support contact for international talentnexus customers, diagnosing and resolving issues quickly and empathetically to ensure smooth operation of our robotic systems.
- Leverage CLI tools and internal data‑inspection utilities to analyze robot telemetry, computer‑vision outputs, and system logs in real time.
- Deepen client relationships by delivering exceptional support and proactive guidance, turning technical challenges into opportunities for partnership.
Tooling, Automation & Process Improvement
- Design and implement technical tools and automation that enhance support efficiency and scalability, utilizing best‑in‑class agentic AI capabilities.
- Collaborate closely with engineering, product, and operations teams to identify bottlenecks, streamline workflows, and reduce mean time to resolution.
- Develop lightweight scripts, queries, or dashboards to automate recurring issues and aggregate customer feedback across Jira, Salesforce, 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 talentnexus solutions.
- Create and maintain onboarding documentation, troubleshooting guides, and best‑practice playbooks that empower customers to self‑serve and reduce support tickets.
Cross‑Functional Collaboration
- Serve as a technical liaison between the Customer Experience team and sales, engineering, product, and operations teams.
- Track and escalated complex issues efficiently, providing clear documentation and actionable insights to stakeholders.
Continuous Feedback & Optimization
- Actively collect customer feedback through surveys, interviews, and data analysis, translating insights into actionable 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.
- Export, facet, and analyze data sets from internal tools and ticketing systems to uncover patterns or anomalies.
- Prepare regular performance reports for leadership and key stakeholders, highlighting trends, risks, and opportunities.
Essential 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.
- Strong hands‑on experience in technical troubleshooting, forward‑deployed customer support, and leading‑edge agentic AI in a customer support application.
- 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.
- Outstanding verbal and written communication skills, capable of interacting with both technical and non‑technical stakeholders.
- Willingness to travel internationally to customer sites as needed.
- EU‑based location strongly preferred to support our growing European footprint.
Preferred Qualifications
- Experience reviewing visual data outputs (e.g., annotated images, computer‑vision overlays) to support system validation and debugging.
- Proven ability to design and implement tools and automation that drive scalability and operational efficiency.
- Experience with AI workflows or interest in working with emerging LLM/co‑pilot‑style support tooling.
- Experience supporting or improving BPO processes is a significant plus.
- Deep customer empathy with the ability to balance urgency and quality in fast‑paced international environments.
Skills & Competencies
- Technical Troubleshooting – Rapidly diagnose and resolve complex issues across hardware, software, and network layers.
- Automation & Scripting – Build lightweight, maintainable scripts (bash, Python, PowerShell) to streamline support tasks.
- Data Analysis – Extract, transform, and visualize structured data to uncover trends and root causes.
- Customer‑Centric Mindset – Deliver empathy‑driven support while maintaining high technical standards.
- Communication – Translate technical concepts into clear, actionable guidance for diverse audiences.
- Collaboration – Work effectively across cross‑functional teams to drive continuous improvement.
- Adaptability – Thrive in a fast‑moving, evolving environment where priorities shift quickly.
Career Growth & Learning Opportunities
At talentnexus, your career path is as dynamic as the technology we build. As a Technical Customer Support Engineer, you will:
- Gain hands‑on experience with state‑of‑the‑art robotics and AI solutions used by leading retailers worldwide.
- Collaborate with senior engineers, product managers, and data scientists, providing a unique cross‑disciplinary perspective.
- Lead initiatives that shape the future of talentnexus’s support architecture, influencing product design and customer success strategies.
- Access continuous learning resources, including internal workshops, external certifications, and mentorship from industry experts.
- Position yourself for future roles in technical program management, product ownership, or engineering leadership within talentnexus.
Work Environment & Culture
Our team operates in a hybrid model that balances remote flexibility with in‑office collaboration. Key cultural pillars at talentnexus include:
- Transparency – Open communication channels, regular town‑halls, and transparent decision‑making.
- Empathy – Supportive environment that values personal well‑being and professional growth.
- Agility – Rapid iteration cycles, continuous feedback loops, and a willingness to pivot when needed.
- Innovation – Encouragement to experiment, prototype, and bring bold ideas to life.
- Leadership – Accountability, ownership, and a commitment to excellence across all roles.
Compensation & Benefits
While specific figures vary based on experience and location, talentnexus offers a competitive compensation package that includes:
- Base salary commensurate with industry standards for technical support roles.
- Performance‑based bonuses tied to customer satisfaction metrics and support efficiency.
- Health, dental, and vision insurance for you and your dependents.
- Generous paid time off, including vacation, sick leave, and personal days.
- Professional development stipend for certifications, conferences, and training courses.
- Flexible work arrangements, including remote work options and a supportive travel policy for international deployments.
- Employee stock‑option program to share in talentnexus’s growth and success.
How to Apply
If you are ready to join a forward‑thinking team that is reshaping retail through robotics and AI, we encourage you to apply today. Submit your resume, a brief cover letter outlining your relevant experience, and any portfolio or project links that demonstrate your technical expertise.
We look forward to exploring how your skills and passion can help talentnexus deliver unparalleled customer support and drive the next wave of retail innovation.
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