Software Support L2 Engineer (human)
Customer Service
Metzingen, Germany
- NEW
Software Support L2 Engineer (human)
Neura Robotics • Metzingen
Shape the Future of Human-Robot Collaboration
In the Software Department, you're shaping robotic solutions that redefine human-machine collaboration. You'll work with cutting-edge technology, setting industry-changing standards. Not only will you help develop our solutions, but you'll also set new trends and drive innovations forward. In an agile and interdisciplinary team, you'll engage in exciting projects. With clear Scrum processes like daily stand-ups, sprint planning, and reviews, you remain flexible and efficient. Collaborating closely with other departments allows you to create software solutions that are both technically advanced and practically effective. Here, you'll find an environment where creativity and technological excellence go hand in hand. If you're eager to turn ideas into reality and enjoy taking technology to the next level, the Software Development Team at NEURA offers the perfect challenge for you.
- Full-time
Metzingen
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Provide Level 2 technical support for deployed software, including investigation and resolution of bugs, performance issues, communication failures, and configuration problems.
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Perform root cause analysis (RCA) for customer-reported issues and document findings, corrective actions, and preventive measures.
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Analyze application, system, robot controller, and network logs to identify software and hardware-related issues.
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Reproduce, document, and validate complex issues in test environments, providing detailed logs and technical findings
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Manage and track support tickets using internal tools (e.g., Jira, Confluence) while ensuring adherence to SLA timelines.
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Act as the technical owner for complex customer issues and coordinate resolution activities across Development, QA, and Service teams.
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Collaborate with testing and QA teams to verify bug fixes and validate software releases.
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Perform sanity, regression, and integration testing to validate fixes and software releases before customer deployment.
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Support software updates, deployment procedures, system integrations, and customer onboarding activities.
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Support troubleshooting and integration of industrial communication protocols and external automation devices.
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Create and maintain technical documentation, including troubleshooting guides, FAQs, known issue repositories, and support procedures.
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Communicate effectively with cross-functional teams to help resolve systemic or recurring issues.
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Conduct technical knowledge transfer sessions for internal teams, partners, and customers when required.
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Actively participate in bug triage meetings and contribute to continuous improvement of support processes.
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Identify recurring issues and drive corrective and preventive actions together with development teams.
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Bachelor's degree in Computer Science, Robotics, Mechatronics, or a related technical field.
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Strong working knowledge of Linux systems and associated debugging tools.
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Experience with Linux service management, log analysis (journalctl), SSH, and remote troubleshooting.
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Proficient in scripting languages such as Python and Bash.
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Proficiency in C++.
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Familiarity with industrial communication protocols such as Modbus, OPC UA, Ethernet/IP, Profinet, and EtherCAT.
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Hands-on experience with tools like Git, Jira, and Confluence for version control and ticket tracking.
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Basic understanding of Docker or other container technologies, including log management.
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Experience with software debugging, root cause analysis, and performance troubleshooting.
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Excellent analytical, troubleshooting, and problem-solving abilities.
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Strong written and verbal communication skills, with the ability to explain technical details clearly.
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Experience with implementation of unit testing across different software stacks, including control, GUI, and drives.
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Familiarity with interfacing to automated testing systems and implementation of testing scenarios.
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Ability to manage multiple priorities and work independently in a fast-paced environment.
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Experience in robotics, automation, industrial machinery, or embedded systems.
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Understanding of robot kinematics, TCP calibration, coordinate systems, motion planning, and robot commissioning.
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Experience with PLC systems such as Siemens, Beckhoff, or Allen-Bradley.
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Knowledge of CI/CD pipelines and automated test frameworks.
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Experience with testing frameworks.
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Understanding of Hardware-in-the-Loop (HIL) testing and automated validation systems.
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Experience with performance profiling, memory analysis, and core dump investigation.
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Understanding of networking concepts and remote access tools.
What you can look forward to
Creative Freedom and Agility
Enjoy a dynamic, self-reliant work culture with flat hierarchies, flexible hours, and 30 vacation days. Ideal for those seeking an inspiring professional setting, whether you're starting out or an experienced exec.
Passion for Winning
A passionate and highly skilled team of international experts aiming to redefine robot assistants.
Attractive Compensation
Enjoy a competitive salary package along with exclusive employee discounts.
One Team
Whether it's a summer party or company town hall meetings, we celebrate our successes together.
Professional Growth
Support for your personal and professional development.
Our values. The cornerstones of our success.
We are a team. We strive to achieve great things by promoting the success of our colleagues and partners.
We strive for technological progress in order to give people back their valuable time for enjoyable activities.
We strive to revolutionize the world of robotics by pushing the boundaries of technology every day.
We live a high level of appreciation through open communication and transparency.
We do our best to always be two steps ahead. We achieve this through empowerment, freedom of action and personal responsibility.
People are at the center of everything we do.
Our Location
Our headquarters in Metzingen and Riederich are the heart of our company. It's not just home to our offices, but also our production facilities, Academy, logistics, and Tech Labs—all working together to turn ideas into reality. Riederich itself is a small, peaceful town, just a kilometer away from Metzingen, a city with its own unique character. Metzingen is globally renowned as Outlet City, attracting visitors from all over the world. Here, you can enjoy exclusive designer stores in a relaxed and charming setting. The city also offers a variety of restaurants, cafés, and a down-to-earth Swabian coziness—perfect for unwinding after work.
Our application process
We ensure a transparent and efficient process and look forward to getting to know you during the application process.
Your insight into our daily work
Unsere Mission
"Our goal was to develop the world's first cognitive robot that can work with people, learn from them and provide them with targeted support. And that is exactly what we have achieved. But there is much more to come!"