Role Description 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. Qualifications - 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. Requirements - 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. Benefits - 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.

• Conduct competitive analyses to identify key growth opportunities • Audit client websites for SEO/AEO initiatives • Develop ROI models and strategic analyses • Build client-ready strategy decks and executive overviews • Produce accurate and presentation-ready deliverables

• Monitor production environments during core business hours, proactively identifying anomalies in payment processing, settlements, and integrations before customers report them; available for after-hours response for critical incidents when required. • Triage inbound support requests from dealers and internal teams — classify severity, reproduce issues, isolate root cause, and communicate a clear status and ETA. • Investigate issues using Datadog logs, Azure Application Insights, and SQL queries against production data to determine whether problems are data, configuration, integration, or code related. • Act as the primary point of contact for dealers experiencing payment, terminal, or settlement issues — communicating clearly and professionally in writing and on calls. • Write and execute diagnostic SQL queries to validate data integrity, trace transaction lifecycles, and identify anomalies in payment, refund, and settlement records. • Coordinate with the Payment processor support team on payment gateway issues. • Document resolved issues, workarounds, and root causes in the team knowledge base to accelerate future triage. • Identify recurring patterns and escalate systemic bugs to the engineering team with wellstructured reproduction steps and impact assessments. • Participate in post-incident reviews and contribute to runbooks and incident response playbooks. • Assist with code changes or configuration fixes for straightforward, well-understood issues. Able to fix, test and deploy code and configuration changes in production on their own.

Role Description The Technical Support Engineer, MI provides remote technical support for HCUS customers. This engineer must be comfortable making critical decisions while working on complex issues. Many situations require an in-depth evaluation of factors which may include customer impact, HCUS business priorities and regulatory requirements. Duties and Responsibilities - Assesses hardware, software and network related issues on customer systems and provides solutions for repairs by performing remote troubleshooting, diagnostic evaluations and routine inspections on medical imaging systems, equipment and components sold or serviced by the company. - Provide product module and/or sub-module specific advanced support, guidance and assistance to Customer Support Engineers and other staff. - Collaborate with other internal and external groups on solving complex technical issues and developing innovative solutions. - Effectively document problems and solutions into a product knowledge database. - Learn and remain compliant with all regulatory and quality requirements. - Occasionally participates in customer site visits, as necessary. - Maintain an expert working knowledge of current medical imaging products and related technologies by staying abreast with the latest industry / technology advances through continuous education. - Potential short notice and/or overnight travel, as required, to work on customer systems. - Working outside of normal business hours, overtime and holidays may be required based on the needs of the business. - Works cross-functionally as required and handles other duties as assigned. - Maintain a high level of success with the team's Key Performance Indicators: - Customer Satisfaction - measured on individual satisfaction factors - Availability to answer calls, call handling, communication, and documentation skills - Timely support case closures - Completion of assigned projects on schedule - Completion of provided training - Must be VCP Certified within two years of being hired. - Must acquire the knowledge necessary to be designated as a FUJIFILM Subject Matter Expert (SME) in more than one discipline within two years of being hired. - Adheres to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures. - Comply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations, and standards. Qualifications - Minimum of three years of industry related professional experience. - Industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications preferred). - Superior communication and interpersonal skills, excellent phone manner. - Ability to achieve results and meet goals in a fast-paced, team environment. - Ability to make independent decisions based on interpretation of technology data and product knowledge. - Excellent organizational and multi-tasking skills. Preferred Qualifications - FUJIFILM Synapse Administration. - Advanced knowledge of Synapse workflows and their implementations. - Advanced knowledge in Synapse application front end. - Experience with clinical data transfer protocols and interfaces (HL7 and DICOM). - Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and Oracle. - Advanced knowledge of medical informatics architecture (VMware and Storage Solutions). - Security Certifications (Security + or higher). - Linux Architect. Physical Requirements - The ability to sit up 75-100% of applicable work time. - The ability to use your hands and fingers to feel and manipulate items, including keyboards, up to 100% of applicable work time. - The ability to stand, talk, and hear for 75% of applicable work time. Travel - Occasional (up to 10%) travel may be required based on business needs. EEO Information Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc. ADA Information If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (hcushr.department@fujifilm.com or (330) 425-1313).