Customer Support Specialist - Croatia

About us

At Gideon, we're crafting the future of logistics, manufacturing & other industrial environments with cutting-edge AI and 3D vision-based autonomous robots. Our team, based in Croatia and USA, consists of 100+ super-talented people, including top-notch experts in the field of hardware and software engineering, and is devoted to developing robots with a mission of making people's work easier.

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We are an ambitious group of tech enthusiasts with different backgrounds, skills, and experiences, very excited and passionate about what we do! And above all, we cherish team spirit, constant learning and kindness. There is much more to learn, so we hope this piqued your curiosity!

About the role

We are looking for a Customer Support Specialist to join our growing Customer Success team.

This is a great opportunity for someone who is eager to kick off their career in a technical environment, apply their communication and analytical skills, and grow alongside a team building some of the most advanced robotics systems out there. You don't need to know everything about robotics on day one - curiosity, a problem-solving mindset, and the drive to learn will take you far here.

You'll be part of our Customer Success team, supporting customers in getting the most out of our technology by providing remote technical assistance, troubleshooting issues, and contributing to the kind of smooth operations our customers rely on.

Responsibilities we’ll trust you with:

• Provide remote technical support to customers - troubleshoot issues, identify causes, and ensure smooth operation of our robotics systems
• Communicate clearly and effectively with customers, providing timely, professional updates and solutions
• Collaborate with engineering and product teams to resolve escalated or complex cases
• Analyze logs and performance data to identify trends and suggest system improvements
• Research customer issues and connect with appropriate internal departments; provide customers with clear, concise updates
• Prepare reports on recurring issues and customer feedback to improve our support processes
• Create and update customer-facing documentation, such as user manuals, quick-start guides, and FAQs
• Maintain and improve internal knowledge base articles to help standardize support procedures
• Keep accurate records of all customer interactions, issues, and solutions
• Contribute to customer onboarding, training sessions, or operational readiness activities

Your area of expertise:

• Bachelor’s or Master’s degree in Computer Science, Engineering, Mechatronics, or a related field
• 2+ years experience in customer support, technical support, or a related role is a plus
• Excellent communication skills in English (written and spoken)
• Analytical mindset and attention to detail
• Basic knowledge of Linux OS and familiarity with Python or data analysis tools (e.g., Pandas, Excel)
• Willingness to work in shifts, including occasional evening and weekend shifts scheduled in advance based on customer needs
• A proactive, problem-solving attitude and genuine willingness to learn in a fast-paced, technical environment

Bonus points:

• Experience in a technical, robotics, or industrial automation environment

If this sounds interesting, feel free to read more about the position, our benefits and the selection process on: https://erp.gideon.ai/jobs/customer-support-specialist-croatia-475