Job Description

About us

At THEKER, we're taking on one of the greatest challenges of the 21st century: redefining how physical work gets done in the world.

We are a robotics and AI company building intelligent, adaptable systems that solve problems traditional automation never could. From Barcelona, our mission is to create a generation-defining company leading the robotics revolution.

By joining us, you will have the chance to do the most meaningful work of your life, setting a new standard for industrial automation and driving breakthroughs with global reach, while being surrounded by a focused, talent-dense team that shares this ambition and is here to win.

We recently closed the largest robotics Series A in Europe's history, and we're looking for the top 0.01% of talent to take on that mission with us, and build the biggest company in the world.

Your role

We are looking for a Customer Experience Technician to be the voice of THEKER when a client's production stops. If a THEKER robot goes down on a plant floor, someone has to pick up the phone. That someone is you.

You will run the support line for the cells we already have in production. The protocols, maintenance sheets and criteria you build now will become the standard for THEKER's future permanent control center.

Day to day, you take the call or the alarm, understand in seconds what is happening in the cell and decide the next step. Sometimes that means guiding the client's maintenance lead remotely. Other times it means sending a technician to the plant or escalating to engineering. The case is yours from start to finish. It does not close until the robot is producing again.

What we're looking for

• 5+ years of experience in industrial maintenance, technical assistance, after-sales service or machinery commissioning, ideally with on-call duty or 24/7 shifts.
• Solid grounding in electrical systems, pneumatics and automation, with the ability to diagnose over the phone what you cannot see.
• Clear, structured communication under pressure. You can guide a non-technical person without wasting time or losing your calm.
• Availability for rotating on-call shifts, including nights, weekends and public holidays.
• Fluent Spanish and a good level of English.
• Based in Barcelona or willing to relocate (100% on-site role).

Nice to have

• Experience with industrial robots or PLCs.
• Knowledge of computer vision.
• Experience in intralogistics or warehouse automation.
• Familiarity with ticketing or telephony tools such as CloudTalk, Zendesk or Jira Service Management.

You'll thrive at THEKER if

• You're excited by a fast-paced and ambitious environment. The opportunity ahead of us is enormous, and we're going all in to capture it.
• You want responsibility early on, delivering at world-class standards for leading clients.
• You enjoy experimenting, iterating quickly, and embracing change as part of the learning process.
• You keep a cool head at 3 a.m. with a stopped production line on the other end of the phone, and when something fails twice, you fix it so it doesn't fail a third time.

Main responsibilities

• Own the hotline and the automatic alarms triggered by any stoppage. The first-response target for P1 cases is 5 minutes.
• Classify every case from P1 to P6 using our decision matrix, after confirming client, plant, cell, robot and symptom. When in doubt, the worst case wins.
• Contain first whenever people or equipment are at risk. Diagnosis comes after.
• Diagnose electrical, mechanical, pneumatic, software and vision faults remotely, and guide the plant team step by step using our maintenance sheets.
• Escalate to the field technician, a software engineer or R&D when needed, and keep ownership of the case until the cell is producing again and the ticket is closed.
• Log every call, action and piece of evidence and meet the 24-hour restoration SLA whenever spare parts and plant access are available.
• Return missed calls and voicemails, and keep the client informed until the case is closed.
• Turn every repeated incident into a concrete fix: a new maintenance sheet, an improvement to the AI chat in our internal tool, an extra spare part in the plant kit or specific feedback for the product team.

What we offer

• Being part of a fast-growing robotics and AI company with genuine ambition, where your career can accelerate alongside us.
• The opportunity to build THEKER's customer experience function and its future control center from scratch.
• A focused, talent-dense team where your work is visible and your decisions count.
• An environment where new ideas are encouraged and your contributions shape both the product and the company.
• 100% on-site work in Barcelona, with remote on-call shifts according to the rotation schedule.

What the process looks like

1. Intro call with Talent Team (30 minutes).
2. Technical challenge at our offices.
3. Conversation with our support and operations team.
4. Meet the rest of the team and founders at our offices.

These steps can be completed in 7 days.

Final observation

We're committed to equality, diversity, and inclusion. We welcome all applications regardless of background, age, gender, disability, sexual orientation, or beliefs.