Product Quality & Support Engineer

We are looking for a Product Quality & Support Engineer to join our team. At Mekanika, support is not a peripheral function: it is a direct lever for improving our machines. You will be in daily contact with our users, and feedback from the field will concretely feed the evolution of our products.

You will work in tandem with Quentin, who manages the first line of support (incoming tickets, general questions). Your role will be to take charge of complex technical cases, repairs, and to carry the quality approach within the company.

1\ Technical Support & Repairs (~60%)

• Resolve complex tickets. Take note of the tickets escalated by Quentin every morning, carry out remote troubleshooting (mechanical, electronic, software), and provide clear and documented answers to customers.

• Ensure repairs in the workshop. Diagnose and repair defective equipment returned, within a short period of time after receipt. Validate each repair by a rigorous test protocol.

• Support the team on a daily basis. Support Quentin on tickets requiring technical expertise, answer questions from the sales, supply chain and product teams, and make calls with customers when a direct discussion can unblock a situation.

• Track and report. Keep tickets up to date, follow up on open cases, consolidate support data on a monthly basis, and prepare associated KPIs.

2\ Product quality & improvement (~40%)

• Carry the quality loop. Identify trends and recurring problems from supporting data, escalate technically documented non-qualities to the supply chain, and identify defective critical components (in stock or by design).

• Intervene in production. Solve problems encountered on the test bench, contribute to the improvement of manufacturing, wiring and quality control methods in the workshop.

• Improve products. Work on improvement projects from the field, test the repeatability of cases reported by customers, and implement corrections to existing products in collaboration with the product team (designer, technical founders).

• Document. Update online troubleshooting guides, write technical documentation of corrections and specifications to avoid recurrence of problems.

We are looking for a person with the following profile:

• Engineering training (or equivalent through experience) in electromechanics, mechatronics or electronics. You are able to understand in depth how a CNC machine works, from its chassis to its control electronics.

• Customer focus. You know how to communicate with patience and clarity, even with non-technical or frustrated users.

• 2 to 5 years of experience in a technical environment (after-sales service, quality, production, R&D), ideally in the machine tool, digital manufacturing or industrial equipment sector.

• Diagnostic and problem-solving skills. You are methodical, you know how to isolate a root cause, and you are not satisfied with a temporary fix.

• Quality sensitivity and continuous improvement. You see every support ticket as an opportunity to improve the product, not just a problem to be closed.

• Excellent command of French and English (oral and written). Dutch or German is a plus, given our expanding markets.

• Strong interest in machinery and manufacturing. If you've ever used a CNC, a 3D printer, or spent time in a workshop, this is a real plus.

• Knowledge of Odoo (ERP, ticket management) is an asset.

Our team is young – the median age is 34 – and we have a committed yet flexible work culture. We are a team of curious and creative people with good communication skills.

Diversity is key to making technology and society more open, equitable, and inclusive. That's why we encourage candidates of all cultural backgrounds, genders, and abilities to apply. If you feel you don't meet all the requirements, we still encourage you to apply. Some qualities cannot be summed up in a few points on a CV.

1. Introductory call with the CTO

2. Use case and meeting with another team member