The Photonics Support Engineer delivers high-quality technical assistance to customers and internal teams through phone, webchat, and email. Acting as a key interface between customers, engineering, and global support teams, this role ensures excellent post-sales support for locally designed and manufactured products while contributing to continuous product improvement and innovation.
Key responsibilities:
- Provide technical support to scientific and industrial customers via phone, webchat, and email, focusing on post-sales and service inquiries
- Collaborate with local Engineering and global Technical Support teams to deliver accurate solutions and guidance
- Analyze customer applications to troubleshoot issues and recommend optimal product solutions
- Support global sites with expertise on locally manufactured products
- Collect and share customer feedback with Engineering and Marketing to improve products, documentation, and identify new opportunities
- Assist with product testing, documentation reviews, and development of product demonstrations
- Occasionally support and attend national and international trade shows
- Provide technical support to internal stakeholders (e.g., Sales, Customer Service, Quality/RMA) and assist with quality-related stock checks
Requirements
- Master’s degree in Photonics, Physics, Chemistry, Life Sciences, or a related scientific discipline (or equivalent practical experience)
- Hands-on experience with optical setups, photonics equipment, or laboratory environments
- Strong communication skills in German (C1) and English (B2)
- Basic programming experience (e.g., LabVIEW, Python) is an advantage
- Excellent written and verbal communication skills with both internal and external stakeholders
- Strong organizational skills, attention to detail, and ability to follow through on complex topics
- High level of curiosity and motivation to continuously learn and develop new technical skills
Benefits
- Flexible working hours (arranged individually), 30 days of vacation, mobile work
- Company pension scheme & health insurance options
- Support for your personal development and career growth
- Wide range of health and sports activities (Urban Sports Club, company runs, etc.)
- Leasing options (JobRad)
- Free charging stations for e-bikes and electric cars
- Option to take a time-out
- Annual company events and social activities
ABOUT US
At THORLABS, we don’t just accept differences – we support them, we celebrate them, and we rely on them to strengthen our people, our community, and our products. We are proud to be an equal-opportunity workplace and are committed to fostering an inclusive environment for everyone. We value diversity, actively encourage inclusion, and welcome applications from all individuals. This mindset is reflected in our values, which we practice every day.
If you have any questions about the application process or our job vacancies, please contact our colleagues (Human Resources) by email: [email protected]
Skills Required
- Master's degree in Photonics, Physics, Chemistry, Life Sciences, or related scientific discipline (or equivalent practical experience)
- Hands-on experience with optical setups, photonics equipment, or laboratory environments
- German language proficiency C1
- English language proficiency B2
- Basic programming experience (e.g., LabVIEW, Python)
- Excellent written and verbal communication skills with internal and external stakeholders
- Strong organizational skills, attention to detail, and ability to follow through on complex topics
- High level of curiosity and motivation to continuously learn and develop new technical skills
What We Do
Thorlabs pioneers photonics technologies, designing and manufacturing a wide range of photonics components, instruments, and systems for scientific research, product development, and various industrial applications.
