Photonics Support Engineer (m/w/x)

Role overview

As a Photonics Support Engineer, you will be the technical point of contact for customers and internal teams, delivering responsive support through phone, web chat, and email. The position sits at the intersection of customers, engineering, and worldwide support functions, with a strong focus on after-sales assistance for products designed and manufactured locally. You will also help feed customer insights back into product development and improvement efforts.

What you will do

• Handle technical queries from scientific and industrial customers across phone, web chat, and email, mainly related to after-sales and service topics.
• Work closely with local engineering and international support teams to provide correct troubleshooting advice and solution recommendations.
• Review customer use cases to diagnose issues and suggest suitable product configurations or alternatives.
• Assist global locations with specialized knowledge of products manufactured locally.
• Gather customer feedback and share it with engineering and marketing to support product enhancements, better documentation, and new business opportunities.
• Contribute to product testing, review technical documents, and help prepare product demonstrations.
• Provide occasional support at national and international trade fairs and exhibitions.
• Support internal teams such as Sales, Customer Service, and Quality/RMA, including help with quality-related stock verification.

What we are looking for

• A master’s degree in photonics, physics, chemistry, life sciences, or a similar scientific field, or equivalent practical experience.
• Practical exposure to optical setups, photonics equipment, or laboratory settings.
• Very good German communication skills at C1 level and English skills at B2 level.
• Initial programming knowledge in tools such as LabVIEW or Python is considered a plus.
• Strong written and spoken communication skills for interacting with both internal and external contacts.
• Well-developed organizational ability, careful attention to detail, and persistence when working through complex issues.
• A curious mindset and strong motivation to keep learning and expanding technical capabilities.

Benefits

• Individually arranged flexible working hours, mobile working options, and 30 days of leave.
• Company pension plan and health insurance options.
• Support for personal development and long-term career growth.
• Access to a broad range of health and fitness activities, including Urban Sports Club and company runs.
• Leasing options such as JobRad.
• Free charging points for e-bikes and electric vehicles.
• Opportunity to take a time-out break.
• Annual company events and social gatherings.

About the company

The employer is committed to an inclusive and welcoming workplace where differences are valued, supported, and celebrated as a strength for the team, the community, and the products. Applications are encouraged from all individuals, and equal opportunity is an important part of the company culture.

Application contact

For questions about the application process or open roles, contact the Human Resources team by email at bewerbung@thorlabs.com.