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 inquiriesCollaborate with local Engineering and global Technical Support teams to deliver accurate solutions and guidanceAnalyze customer applications to troubleshoot issues and recommend optimal product solutionsSupport global sites with expertise on locally manufactured productsCollect and share customer feedback with Engineering and Marketing to improve products, documentation, and identify new opportunitiesAssist with product testing, documentation reviews, and development of product demonstrationsOccasionally support and attend national and international trade showsProvide technical support to internal stakeholders (e.g., Sales, Customer Service, Quality/RMA) and assist with quality-related stock checksRequirementsMaster’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 environmentsStrong communication skills in German (C1) and English (B2) Basic programming experience (e.g., LabVIEW, Python) is an advantageExcellent written and verbal communication skills with both internal and external stakeholdersStrong organizational skills, attention to detail, and ability to follow through on complex topicsHigh level of curiosity and motivation to continuously learn and develop new technical skillsBenefitsFlexible working hours (arranged individually), 30 days of vacation, mobile workCompany pension scheme & health insurance optionsSupport for your personal development and career growthWide range of health and sports activities (Urban Sports Club, company runs, etc.)Leasing options (JobRad)Free charging stations for e-bikes and electric carsOption to take a time-outAnnual company events and social activitiesABOUT USAt 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: bewerbung@thorlabs.com
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: bewerbung@thorlabs.com
Thorlabs Ltd. manufactures Motion Control and Vibration Isolation products for photonics applications in the industrial and research sectors.12 miles from Cambridge with train and bus linkDouble digit annual growthOur vision and values drive our operations, our interactions, and the traits we look for in new talent:In addition to onsite training, we offer multiple and cross-departmental opportunities for development:External training and funded educationHands-on lab experience across global locationsCareer progression opportunitiesAnnual entity-wide leadership development Contributed Pension Scheme Group Life Cover Private Health Care Child Care Vouchers Group Income Protection and more.If you wish to apply for the above position, please send a copy of your CV along with a covering letter and your salary expectations to: Human Resources at Thorlabs Ltd, 204 Lancaster Way Business Park, Ely, Cambridgeshire, CB6 3NX or email recruitment@thorlabs.comIn line with the requirements of the Immigration, Asylum and Nationality Act 2006, all applicants must have a valid permission to enter or remain in the UK with no condition that prevents them from working in the UK. Documented evidence of such permission will be required from candidates as part of the recruitment process.
Thorlabs Ltd. manufactures Motion Control and Vibration Isolation products for photonics applications in the industrial and research sectors.
12 miles from Cambridge with train and bus link
Double digit annual growth
Our vision and values drive our operations, our interactions, and the traits we look for in new talent:
In addition to onsite training, we offer multiple and cross-departmental opportunities for development:
External training and funded education
Hands-on lab experience across global locations
Career progression opportunities
Annual entity-wide leadership development
Contributed Pension Scheme 
Group Life Cover
Private Health Care 
Child Care Vouchers
Group Income Protection and more.
If you wish to apply for the above position, please send a copy of your CV along with a covering letter and your salary expectations to: Human Resources at Thorlabs Ltd, 204 Lancaster Way Business Park, Ely, Cambridgeshire, CB6 3NX or email recruitment@thorlabs.com
In line with the requirements of the Immigration, Asylum and Nationality Act 2006, all applicants must have a valid permission to enter or remain in the UK with no condition that prevents them from working in the UK. Documented evidence of such permission will be required from candidates as part of the recruitment process.
