Mechatronics Remote Support 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 Alpha - our rapidly developed humanoid platform now running in real industrial pilots - and we’re growing the team to take it even further.
About the Role
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.
What You’ll Do:
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, driving each case to the deepest root cause you can before escalating.
Produce complete physical-intervention recommendations - what to do, why, how, the skill level, spare parts, expected time, and any special tooling.
Occasionally, act as a flying doctor on-site when local resources cannot fix the issue themselves.
Prioritise cases against SLAs and keep customers informed with clear, transparent updates.
Document diagnoses and resolutions so the team’s collective knowledge grows while the digital tools mature.
Escalate through the single point of entry to Engineering when a case genuinely needs R&D.
We’re Looking For:
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:
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
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.