Technical Helpdesk Support

Earth Rover is looking for  a Technical Helpdesk Support Engineer with a foundation in robotics to provide first-line technical support for our customers. This role goes beyond traditional helpdesk support—you will be directly involved in troubleshooting robotic systems, identifying software and hardware issues, and working with our R&D team to escalate critical problems. You will act as the first technical point of contact, helping customers resolve their issues quickly while ensuring valuable feedback loops to our product and engineering teams. Job Responsibilities: Provide first-line technical support to customers using our robotic systems, via email, phone, or live support channels. Diagnose and resolve issues related to robotic software (control systems, navigation, communication) and basic hardware troubleshooting. Guide customers step-by-step through debugging and corrective actions. Maintain detailed documentation of support tickets, including issue description, root cause analysis, and resolution steps. Identify recurring issues, categorize their severity, and escalate critical or complex problems to the R&D team. Work closely with R&D to provide clear, structured feedback that helps improve products and prevent future issues. Contribute to a customer knowledge base (FAQs, troubleshooting guides, how-to articles). Support the setup, configuration, and updates of robotic software and firmware for customers. Participate in system testing and validation for new releases to anticipate possible customer issues. Ensure a positive customer experience through clear communication, patience, and technical expertise. Essential experience, training or skills: Basic knowledge of robotics, including sensors, actuators, and control software. Familiarity with programming concepts (Python, C++, or similar) and ability to read and understand logs or scripts. Experience using or supporting ROS (Robot Operating System) Understanding of network configurations, connectivity troubleshooting (TCP/IP, Wi-Fi, Ethernet). Ability to use simulation tools (e.g., Gazebo, RViz) or debug environments to replicate customer issues. Familiarity with Linux environments and command-line troubleshooting. Experience with issue-tracking systems (e.g., Jira, Zendesk, or similar). Strong communication skills with the ability to explain technical concepts clearly to non-technical users. Patience, empathy, and customer-first mindset. Analytical thinking and structured problem-solving approach. Ability to work independently while also collaborating closely with engineering teams. Strong organizational skills to manage multiple support requests in parallel. Desirable, but not essential: Basic understanding of machine learning and computer vision techniques is a plus. Experience with libraries such as TensorFlow or OpenCV is advantageous. Knowledge of embedded programming for microcontrollers and real-time operating systems. Familiarity with communication protocols (e.g., UART, SPI, I2C, CAN) is a plus. Education : Degree in Robotics, Computer Science, Mechatronics, or a related field. Professional experience in a similar position will be highly considered. Other: Fluent in spoken and written English. Basic understanding of Spanish is desirable but not essential. You must have a right to work in Spain. Benefits: The role will be based in our Spanish office in Castelldefels (Barcelona) and presents an opportunity to adopt a flexible hybrid working model, allowing for a balanced blend of remote and in-person work. Training will be provided and we will actively support improvement of your professional and personal skill sets, whilst continuously improving the business through a customer focused experience in an evolving business and technology. Yearly holiday entitlement 23 days holiday + public/