Customer Success Remote Support Specialist (Student Position)
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 cutting-edge robots are deployed to support operations across various industries, with a particular focus on optimizing logistics. Our team is committed to automating complex operations, allowing people to shine in what they do best.
If you're ready to join us and be part of this journey, read on!
Our team, based in Croatia and US, consists of 90+ 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.
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 Success Remote Support Specialist (Student) to join our growing team.
This position is an excellent opportunity for students eager to apply their analytical and communication skills while gaining hands-on experience supporting cutting-edge robotics systems in real-world environments.
You’ll be part of our Customer Success team, ensuring that customers have the best possible experience with our technology by providing technical assistance, remote troubleshooting, and data-based insights that drive performance improvements.
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 updates and solutions in a timely, professional manner
- Collaborate with engineering and product teams to resolve escalated or complex cases
- Analyze logs and performance data to identify trends and suggest system improvements
- 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, ensuring clarity and accuracy.
- Maintain and improve internal knowledge base articles to help standardize support procedures
- Keep accurate records of all customer interactions, issues, and solutions.
Your profile:
- Active student (Bachelor’s or Master’s degree) in Computer Science, Engineering, Mechatronics, or a related field.
- Availability of at least 32 hours per week.
- Flexibility to work in various shifts, including 3rd shift and occasional weekend shifts, scheduled in advance based on customer needs.
- 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) is a plus.
- A proactive attitude, problem-solving mindset, and willingness to learn in a fast-paced environment.
Steps in the selection process:
Final interview
The final step is a more in-depth conversation where you will get a full picture of how your work in Gideon would look like and what kind of culture we cherish.
Technical Assessment
This stage will show you how the actual job will look like and how you fit in. You will get an insight into technical details by completing the technical task and discussion with one of our senior experts.
Introduction
Tell us about your experiences and interests, and we will tell you more about the position, about our team and Gideon as a whole. We cherish the individual approach to every candidate and we are always curious to hear how we fit into your plans!