Product Support Specialist

About the role

As a Product Support Engineer at AutoStore, you will serve as a key technical expert providing comprehensive support to our partners. This role combines technical troubleshooting expertise with relationship management, ensuring our partners receive exceptional service and maintain strong confidence in our solutions. Key Tasks and Responsibilities: Lead technical problem investigation and root cause analysis, developing and documenting solutions that strengthen partner relationships Respond efficiently to diverse support cases including incidents, spare parts, warranty claims, delivery quality issues, and robot repairs Provide regular on-site support to partners and trade shows as needed, demonstrating proficiency in all AutoStore modules Attend and actively participate in weekly Technical Support meetings to stay updated and contribute insights Proactively meet personal and team key performance indicators (KPIs) to ensure efficient support delivery Contribute to the knowledge base by writing informative articles to assist partners in troubleshooting and resolving issues Serve as an instructor in AutoStore Academy trainings, sharing expertise and best practices with partners Maintain a thorough understanding of internal procedures and processes outlined in the Technical Support Rulebook Collaborate closely with internal teams, including Sales, R&D, and others, to ensure readiness for service and support and provide valuable feedback from the support department Foster trusted relationships with partners and key stakeholders, ensuring effective communication and problem resolution Understand and can explain the key elements of AutoStore technology and business model Key Qualifications: 3+ years of experience in a hands-on mechanically or electrically focused technical environment Skilled in both mechanical and electrical engineering fundamentals Strong English and Polish written and verbal communication skills are required Interest in working in a customer/parter facing capacity Focused on embracing continuous improvement Willingness to travel as needed