Software Support L2 Engineer – Robotic Hands (Human)

Location: On-site in Munich, Metzingen, or Riederich, Germany; includes travel to customer sites and NEURA locations when remote support cannot resolve an issue.

Company

hirify.global develops robotic hands for the humanoid 4NE-1 and cognitive robots, delivering them to internal robot teams and external customers.

What you will do

• Own tickets escalated from first-level service, RMA, and field teams; triage, reproduce, resolve, or route issues to development.
• Debug ARM Cortex-M firmware using JTAG/SWD, crash dumps, fault registers, RTOS traces, and motor and sensor diagnostics.
• Support internal robot teams and customers integrating robotic hands through the SDK by reviewing code and configuration.
• Analyze hand-to-robot communication to identify wiring, timing, and protocol faults, and coordinate electrical, mechanical, and software fault ownership.
• Write and test small firmware and SDK fixes, verify them in the field, and build diagnostic tools for log collection, health checks, and firmware flashing.
• Document solved issues in known-error entries, troubleshooting guides, and release notes, and report recurring faults to product management.

Requirements

• Degree in Computer Science, Electrical Engineering, Mechatronics, or a related field.
• 3+ years of experience writing or supporting C/C++ firmware on ARM Cortex-M or similar MCUs, including RTOS-based systems.
• Structured troubleshooting skills with the ability to explain hypotheses, tests, evidence, and root causes.
• Hands-on experience with JTAG/SWD debuggers, oscilloscopes, logic analyzers, Wireshark, and reading schematics well enough to probe a board.
• Experience supporting developers who use libraries or APIs, including reproducing setups, reading code, and explaining fixes.
• Comfort with the Linux command line, Python for test and log-analysis scripts, and Git.
• Working knowledge of at least one fieldbus or real-time protocol, such as EtherCAT, CAN/CAN-FD, or Ethernet-based protocols.
• Clear written reporting and a calm manner during calls with frustrated users.
• Very good English skills required. German is a plus.

Nice to have

• Experience with ROS 2 and robot-side integration of grippers or hands.
• Experience with industrial Ethernet stacks or embedded Linux.
• Understanding of BLDC motor control and sensor data paths.
• Exposure to support processes such as ticketing, SLAs, and known-error databases.
• Exposure to functional safety standards ISO 13849 or IEC 61508.

Culture & Benefits

• Full-time, on-site work in Germany with customer-site and NEURA-location travel as required.
• Work spans firmware, SDK integration, communication analysis, test engineering, RMA, field support, and product management.
• Issues are converted into reusable troubleshooting documentation and diagnostic tooling for first-level support.