Product Support Engineer

Are you ready to make a real impact on the world of robotics? At Teradyne Robotics, a division of Teradyne, we are revolutionizing industries through cutting-edge collaborative and autonomous mobile robotic technologies. As part of our team, you’ll work with global leaders Universal Robots (UR) and Mobile Industrial Robots (MiR), driving innovation that enhances manufacturing, logistics and workplaces across the world. Our customers build real-world automation with Teradyne Robotics products. As a Global Product Support Engineer, you are the expert who resolves the toughest technical issues, protects customer uptime, and ensures that only the right, well-documented issues are escalated to product creation. You will combine deep systems thinking, pragmatic troubleshooting, and clear communication to drive fast, high-quality resolutions. Primary location: Teradyne Robotics headquarters, Odense, Denmark. Occasional travel for training or partner/customer escalations may be required. Your responsibilities: You will sit in the Global Product Support Team also called level 3 support. The final layer of support before escalation to product teams. Here you will work with Service colleagues to support mainly Universal Robots and Mobile Industrial Robots products. Own complex Level 3 support cases from triage to resolution, ensuring exceptional customer experience throughout. Diagnose cross-domain issues spanning hardware, software, firmware, networking, fieldbus/IO, safety, motion, and third-party integrations. Reproduce defects using logs, packet captures, scripts, and bench setups; document root cause and verified workarounds. Decide when to engage product creation to investigate and resolve, create root cause analysis and permanent fixes Prioritize case load by severity, business impact, and active KPIs; Drive customer satisfaction. Collaborate with Field Service, Application Engineers, Partners, and Product teams to close systemic gaps. Stay current on product releases, policies, manuals, and tools; champion service readiness ahead of launches. Contribute to post-incident reviews and continuous improvement of tools, instrumentation, and processes. What you bring: Bachelor’s degree in Engineering (Electronics/Robotics/Mechatronics) or equivalent proven experience. Experience in development, technical support, systems integration, or field engineering for electromechanical products or robots. Prior knowledge of troubleshooting or diagnosing faults in hardware, software, networking, robotics, automation. Excellent English communication skills (written and verbal) at negotiation level. General IT proficiency for example, MS 365 Copilot products, AI prompting, Atlassian products, Salesforce products. Customer-centric mindset with structured, proactive problem-solving and solid documentation habits. Nice, if you also bring: Hands-on experience with autonomous mobile robots or collaborative robots and their ecosystems. Experience in production facilities, warehouses, or factories deploying automation at scale. Experience in software development for automation products or robots. Experience in 8D root cause analysis or implementing similar troubleshooting work methods. Additional languages (e.g., Chinese, Spanish, German, French, or Nordic/Baltic languages). We offer: Competitive salary and benefits aligned with market rates and experience. Professional development with access to training, certifications, and cross-functional projects. We celebrate diversity and are committed to creating an inclusive environment for all employees with equal opportunity for all. With over 1,200 employees in over 30 offices around the world and more than 100,000 advanced robotics systems deployed worldwide, we’re a thriving center of innovation and collaboration. We offer a dynamic environment that fosters creativity, growth, and career advancement. If you’re passionate about cutting-edge technology, solving complex challenges, and building the future alongside talented, forward-thinking colleagues—this is the place for you. Let’s change the way the world works together. #LI-SE1

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