Software Support L2 Engineer – Robotic Hands (human)

Your mission & challenges

BU-Hands builds the robotic hands for our humanoid 4NE-1 and our cognitive robots, and delivers them to internal robot teams and external customers. As our hands move from prototypes into series production, you take over the firmware, SDK and communication issues that 1st level service cannot solve. You reproduce the problem, find the root cause and either fix it yourself or hand it to our developers with a clear reproducer. Your goal: the same issue never reaches you twice.

• Escalation ownership: Own tickets escalated from 1st level service, RMA and field teams. Triage them, reproduce them on a bench hand and close them or route them to development.
• Embedded troubleshooting: Debug firmware on ARM Cortex-M MCUs with JTAG/SWD, read crash dumps, fault registers and RTOS traces, and check motor control, sensor readout, boot and firmware update behaviour.
• SDK & integration support: Support internal robot teams and customers integrating our hands through our SDK, including reviewing their code and configuration.
• Communication analysis: Analyse traffic between hand and robot to separate wiring, timing and protocol faults.
• Fault routing: Work with test engineering and the RMA bench to decide whether a fault is electrical, mechanical or software, and route it to the right owner.
• Fixes: Write small firmware and SDK fixes with tests and code review, and verify them in the field.
• Diagnostic tooling: Build tools and scripts for log collection, health checks and firmware flashing that 1st level can run without you.
• Knowledge & feedback loop: Turn every solved issue into a known-issue entry, troubleshooting guide or release note, and report recurring faults to product management with numbers.
• On-site support: Travel to customer sites and NEURA locations when a remote session cannot solve the problem.

What we can look forward to

What you bring:

• Education: A degree in Computer Science, Electrical Engineering, Mechatronics or a related field.
• Firmware experience: 3+ years writing or supporting C/C++ firmware on ARM Cortex-M or similar MCUs, including RTOS-based systems.
• Structured troubleshooting: You can walk us through hypothesis, test and evidence on a root cause others missed.
• Lab tools: Hands-on with JTAG/SWD debuggers, oscilloscopes, logic analysers and Wireshark, and able to read schematics well enough to probe a board.
• Developer support: Experience supporting developers who use your libraries or APIs: reproducing their setup, reading their code and explaining the fix.
• Tooling: Comfortable on the Linux command line, with Python for test and log analysis scripts, and Git.
• Protocols: Working knowledge of at least one fieldbus or real-time protocol, such as EtherCAT, CAN/CAN-FD or Ethernet-based protocols.
• Communication: Clear written reports and a calm manner on calls with frustrated users.
• Languages: Very good English skills; German is a plus.

Nice to have:

• ROS 2: Experience with ROS 2 and robot-side integration of grippers or hands.
• Industrial Ethernet & embedded Linux: Previous work with industrial Ethernet stacks or embedded Linux.
• Motor control: Understanding of BLDC motor control and sensor data paths, to tell a control bug from a hardware fault.
• Support processes & safety: Exposure to support processes (ticketing, SLAs, known-error databases) and to functional safety (ISO 13849, IEC 61508).