• Provide front line phone coverage, and participate in various call center groups. • Provide on-site assistance to clients within your local geography, if applicable. • Provide excellent customer service to Xantrion’s client base. • Provide technical support as assigned for issues related to computer systems, software, and hardware. • Log and track support requests in ConnectWise. • Prioritize and/or escalate tickets as required to ensure customer satisfaction. • Brief customers, as well as management, on the status of current resolution efforts. • Work with third party support providers when necessary. • Follow up with customers to ensure an issue has been resolved.

• Provide the best possible support and customer service to our clients. • Handle requests submitted by customers, typically by phone. • Ensure timely resolution of requests based on priority. • Provide front line phone coverage and participate in various call center groups. • Provide technical support for issues related to computer systems, software, and hardware. • Log and track support requests in ConnectWise. • Brief customers on the status of current resolution efforts. • Follow up with customers to ensure issues have been resolved.

• Provide the best possible support and customer service to our clients. • Handle requests submitted by customers, prioritizing and escalating tickets as required. • Log and track support requests in ConnectWise, providing follow-up to ensure issues are resolved. • Submit semi-monthly timesheet and expense reports. • Participate in various call center groups and provide on-site assistance as needed. • Perform audits of customer information and systems as necessary.

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.