Mechatronics Remote Support Engineer

United Kingdom·Londonfull-timemid

Customer SupportSupport Engineer

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Quick Summary

Key Responsibilities

Diagnose robot faults remotely using telemetry and our Digital Shadow diagnostics (remote diagnostics, 3D BOM explosion, and fleet-pattern detection). Resolve issues remotely wherever possible,

Technical Tools

Customer SupportSupport Engineer

Here at Humanoid, we believe in a future where robots amplify human potential. That’s why we’ve set out on a mission to build the world’s most capable, commercially-scalable, and safe humanoid robots. We’re bringing that mission to life with HMND‑01 - our rapidly developed humanoid platform being deployed in real industrial environments - and we’re growing the team to take it even further.

About the Role

~1 min read

We are looking for a Mechatronics Remote Support Engineer to be the troubleshooting core of our Remote Services team — the people who keep our humanoid robots running in the field. When a robot has a problem, you diagnose it remotely, resolve what can be resolved without a site visit, and — when hands are needed on the robot — produce a precise physical-intervention recommendation for the field or Repair Centre teams to execute.

This is a hands-on, customer-facing technical role. You will work remote-first, diagnosing as deep into the robot as the tools allow, and you will occasionally travel as a “flying doctor” when local resources cannot resolve an issue themselves.

Responsibilities

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Diagnose robot faults remotely using telemetry and our Digital Shadow diagnostics (remote diagnostics, 3D BOM explosion, and fleet-pattern detection).
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Resolve issues remotely wherever possible, driving each case to the deepest root cause you can before escalating.
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Produce complete physical-intervention recommendations — what to do, why, how, the skill level, spare parts, expected time, and any special tooling.
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Occasionally, act as a flying doctor on-site when local resources cannot fix the issue themselves.
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Prioritise cases against SLAs and keep customers informed with clear, transparent updates.
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Document diagnoses and resolutions so the team’s collective knowledge grows while the digital tools mature.
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Escalate through the single point of entry to Engineering when a case genuinely needs R&D.

Hands-on knowledge of robot hardware: 2D/3D LiDAR, RGB cameras, motors, and actuators.
Software troubleshooting on robots: ROS2, Bash, Ubuntu/Linux, and bootloader/firmware.
Strong remote-diagnosis instincts — you localise faults precisely before recommending any physical work.
Clear technical communication with customers and field teams, especially under SLA pressure.
A methodical, case-to-the-end mindset with disciplined documentation.
Willingness to travel occasionally for on-site interventions.

Nice to Have

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Experience with Time-of-Flight (ToF) sensors and IMUs.
Python and Git for building small diagnostic utilities.
Prior customer-facing field-service or technical-support experience.
Familiarity with SLA-driven support operations and lean, one-piece-flow ways of working.

What We Offer

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✓Competitive equity: stock options with meaningful upside as we scale.

✓30+ days off, including 23 days annual leave, all UK bank holidays, and additional company closure days (including Christmas–New Year shutdown).

✓Private healthcare, including virtual and in-person care.

✓Pension scheme with 8% total contribution (5% employee, 3% employer) on full earnings.

✓Free daily breakfast, catered lunch, and snacks in-office.

✓Work at the frontier - collaborate daily with world-class engineers, researchers, and product experts building the next generation of AI and humanoid robotics.

✓Real ownership - direct access to founding leadership, meaningful input on product direction, and the ability to drive key initiatives from day one.