Customer Support Engineer - Warehouse Robotics Systems

Exotec is at the forefront of technological excellence in order to redefine the relationship between humans and robots. Our solutions are contributing to the success of some of the largest brands in retail and e-Commerce by revolutionizing the way they fulfill their orders to the end consumers, all while mitigating labor constraints and increasing workplace safety.

Through the unification of our state-of-the-art software and high-performance hardware, Exotec's robotic solutions are now deployed across the globe and our exponential growth has led us to become the first industrial unicorn in France.

Working at Exotec is an exciting opportunity to give purpose to your skills. Learn and grow with 1,000 ExoPeople (and counting!) around the world to help turn your ideas into a reality.

The robotics revolution is just the beginning at Exotec. Will you be part of it?

Your Mission As a Customer Support Engineer – Robotics Systems (internally labelled as Maintenance Performance Engineer), you’ll be the trusted technical partner for our clients, ensuring their Exotec systems run flawlessly while driving long-term success and account growth. This role blends advanced engineering expertise with a strong customer-centric mindset.

Responsibilities

• Own system performance at client sites, ensuring uptime and operational excellence.
• Troubleshoot and resolve escalations from our Control Center, performing root cause analysis across software, mechanical, and electrical domains
• Collaborate with clients to solve interoperability challenges and maintain strong relationships.
• Plan and execute updates to software and hardware for optimal efficiency.
• Coach on-site technicians and share best practices to meet performance targets.
• Drive continuous improvement by proposing enhancements to maintenance processes and system reliability.
• Partner with R&D and product teams to influence future innovations based on client feedback.
• Support account growth by delivering exceptional service and preparing monthly performance reports that demonstrate value.

We strongly encourage applications from candidates of all genders to help us build a truly inclusive environment. If you don’t meet every requirement listed below, don’t worry, your skills and experiences may still make you a great fit!

• Maintenance experience, ideally in the robotics, industrial automation, materials handling, warehousing and/or logistics sectors

• Bachelor’s degree or equivalent in engineering required

• Fluency in Japanese (Level N2 minimum)

• Broad knowledge on software, mechanical and electrical engineering

• Strong analytical and data interpretation skills with an enjoyment for solving problems, both big and small

• Customer service mindset

• Ability to collaborate with others as well as drive your own work

• A comfort in communicating regularly with clients, contractors and suppliers

• Travelling up to 60% to client sites across Japan & Korea

• Stock option plan and company performance based bonus

• 20 days of vacation

• Health insurance

• Company defined contribution pension plan

• Numerous training and development opportunities

To apply, please submit your résumé. Only shortlisted candidates will be contacted for the next steps in the hiring process. We look forward to receiving your application!

Exotec is an equal opportunity employer and all applicants will be considered without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical or mental disability, medical condition, military or veteran status, genetic information, marital status, ethnicity, or any other protected classification, in accordance with applicable federal, state, and local laws. We provide an inclusive work environment that respects all differences.