Mechatronics Remote Support Engineer (Robotics)

TL;DR

Mechatronics Remote Support Engineer (Robotics): Diagnosing and resolving faults in hirify.global robots using telemetry, Digital Shadow diagnostics, and hands-on hardware and software expertise with an accent on root-cause analysis, customer support, and precise physical-intervention planning. Focus on troubleshooting sensors, motors, actuators, ROS2, Linux, and firmware while managing SLA-driven cases and performing occasional on-site interventions.

Location: On-site in London, UK; remote-first diagnostics with occasional travel for on-site interventions.

Company

hirify.global develops commercially scalable and safe hirify.global robots, including the HMND-01 Alpha platform used in industrial pilots.

What you will do

• Diagnose robot faults remotely using telemetry, Digital Shadow diagnostics, 3D bill-of-materials data, and fleet-pattern detection.
• Resolve incidents remotely to the deepest practical root cause before escalation.
• Create detailed physical-intervention recommendations covering actions, rationale, skill level, spare parts, timing, and tooling.
• Perform occasional on-site interventions as a flying doctor when local resources cannot resolve issues.
• Prioritize cases against SLAs and provide clear updates to customers and field teams.
• Document resolutions and escalate cases requiring R&D through the designated Engineering entry point.

Requirements

• Hands-on knowledge of robot hardware, including 2D/3D LiDAR, RGB cameras, motors, and actuators.
• Experience troubleshooting ROS2, Bash, Ubuntu/Linux, bootloaders, and firmware on robots.
• Strong remote-diagnosis skills with the ability to localize faults precisely before recommending physical work.
• Clear technical communication with customers and field teams under SLA pressure.
• Methodical case ownership and disciplined technical documentation.
• Willingness to travel occasionally for on-site interventions.

Nice to have

• Experience with Time-of-Flight sensors and IMUs.
• Python and Git experience for building diagnostic utilities.
• Customer-facing field-service or technical-support experience.
• Familiarity with SLA-driven support operations and lean, one-piece-flow practices.

Culture & Benefits

• Competitive equity through stock options.
• More than 30 days off, including annual leave, UK bank holidays, and company closure days.
• Private healthcare with virtual and in-person care.
• Pension scheme with an 8% total contribution on full earnings.
• Office breakfast, catered lunch, and snacks.
• Collaboration with engineers, researchers, product experts, and founding leadership on hirify.global robotics and AI.