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., We are looking for a 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.

• 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.

Pulled from the full job description

• Annual leave
• Company pension
• Private medical insurance, * 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.