Mechatronics Remote Support Engineer

Role overview Keep deployed robots operating by diagnosing faults remotely and resolving them where possible. When a repair requires hands-on work, give field or repair teams a clear plan; occasionally travel to handle issues that local teams cannot resolve.

Responsibilities - Investigate faults using robot telemetry, remote diagnostic tools, 3D parts information, and patterns across the fleet. - Trace each issue toward its root cause and resolve it remotely when possible. - Specify physical interventions, including the procedure, rationale, required skills, parts, tools, and estimated time. - Prioritise support cases against service commitments and keep customers updated. - Record diagnoses and fixes, and route cases requiring research and development to engineering. - Travel occasionally to perform on-site interventions.

Requirements - Practical knowledge of robot hardware such as LiDAR, RGB cameras, motors, and actuators. - Experience troubleshooting robot software and systems using ROS 2, Bash, Linux, and bootloaders or firmware. - Ability to localise faults carefully before recommending physical work. - Clear technical communication with customers and field teams, including under time pressure. - Methodical case ownership and disciplined documentation. - Willingness to travel occasionally.

Nice to have - Experience with Time-of-Flight sensors or IMUs. - Python and Git skills for creating small diagnostic tools. - Customer-facing field service or technical support experience, and familiarity with SLA-based support or lean workflows.

Benefits and work setup The role is remote-first, with occasional travel and in-office work referenced in the benefits. The package includes stock options, more than 30 days off including UK bank holidays and company closure days, private healthcare, and a pension with an 8% total contribution (5% employee and 3% employer). Breakfast, catered lunch, and snacks are provided in the office.