Software Support L2 Engineer – Robotic Hands (human)

The role

You will own escalated tickets from 1st level service, RMA, and field teams to find root causes for robotic hand issues. You will debug firmware on ARM Cortex-M MCUs, support SDK integration, and write small firmware and SDK fixes.

What you will do

• Own tickets escalated from 1st level service, RMA and field teams
• Triage, reproduce, and close tickets or route them to development
• Debug firmware on ARM Cortex-M MCUs with JTAG/SWD
• Support internal robot teams and customers integrating hands through the SDK
• Analyse traffic between hand and robot to separate wiring, timing and protocol faults
• Work with test engineering and the RMA bench to route faults
• Write small firmware and SDK fixes with tests and code review
• Build tools and scripts for log collection, health checks and firmware flashing
• Turn solved issues into known-issue entries, troubleshooting guides or release notes
• Travel to customer sites and NEURA locations

Required qualifications

• Degree in Computer Science, Electrical Engineering, Mechatronics or a related field
• 3+ years writing or supporting C/C++ firmware on ARM Cortex-M or similar MCUs, including RTOS-based systems
• Structured troubleshooting
• Hands-on with JTAG/SWD debuggers, oscilloscopes, logic analysers and Wireshark
• Able to read schematics well enough to probe a board
• Experience supporting developers who use your libraries or APIs
• Comfortable on the Linux command line, with Python for test and log analysis scripts, and Git
• Working knowledge of at least one fieldbus or real-time protocol, such as EtherCAT, CAN/CAN-FD or Ethernet-based protocols
• Clear written reports and a calm manner on calls with frustrated users
• Very good English skills

Nice to have

• German is a plus
• 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
• Support processes & safety: Exposure to support processes (ticketing, SLAs, known-error databases) and to functional safety (ISO 13849, IEC 61508)

About the company

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.