Automation Support Engineer II (East Coast)
About The Position
HighRes Biosolutions is seeking a remote Automation Support Engineer II based on the East Coast. The role serves as the primary point of contact for assigned customers’ robotics systems, managing software and hardware support cases and providing professional, customer-focused technical assistance. The engineer works independently and cross-functionally, partnering with customers and internal teams to troubleshoot issues and deliver solutions. The role supports laboratory automation platforms used in life sciences and offers opportunities to develop skills over time. Work is performed remotely, in the office, and at customer sites. Domestic travel is required at approximately 30%; international travel is unlikely but possible. A current driver’s license, passport, and personal transportation are preferred. The engineer is trained to support customer use of HighRes platforms, manage up to 30 accounts, meet response-time and quality targets, and own customer resolutions from initial diagnosis through completion. Technical work includes debugging and deploying code for device integration, troubleshooting networking and serial communications, configuring relational databases for laboratory scheduling software, deploying automation solutions, and performing system upgrades, software updates, and configuration changes while validating functionality and minimizing operational impact. The role also involves customer training and contributing to documentation and process improvement.
Requirements
- Bachelor’s degree in a technical field such as computer science, robotic engineering, or a related field.
- At least 4 years of experience in laboratory automation, robotics, or software.
- Passion for customer success and experience in customer service.
- Basic proficiency in C#, Python, or another object-oriented language.
- Strong software troubleshooting abilities and capacity to partner effectively with the broader software team.
- Problem-solving mindset and attention to detail.
- Organization and time-management skills.
- Experience documenting software or hardware issues and tracking them to resolution.
- Professional demeanor and ability to represent the company with clients.
- Adaptability to fluctuating workloads and evolving customer expectations.
- Exceptional written and oral communication skills for a variety of audiences.
- Commitment to continuous learning.
- Self-motivation and ability to work independently and as part of a team.
Nice To Haves
- Understanding of or experience with robotic arms and laboratory automation software.
- System deployment engineering experience or experience in bio/pharmaceutical labs.
- Ability to write tools and scripts to automate repetitive tasks.
- Experience recording logs and information on software bugs.
- Familiarity with TCP/IP networking or serial communications.
- Basic mechanical and electrical troubleshooting skills.
- Current driver’s license, passport, and personal transportation.
Responsibilities
- Improve customers’ daily experience with HighRes platforms that contribute to human health discoveries.
- Build strong customer relationships through proactive communication, technical acumen, and effective communication with technical and nontechnical audiences.
- Manage a customer base of up to 30 accounts.
- Meet response-time and quality targets to support customer satisfaction.
- Own customer resolutions from initial diagnosis through completion, collaborating with cross-functional teams.
- Collaborate with Field Service Engineers on troubleshooting, upgrades, and device issues.
- Debug and deploy code to integrate laboratory automation devices.
- Troubleshoot TCP/IP networking and serial communications issues.
- Configure relational databases for laboratory scheduling software.
- Interface with and train customers remotely or onsite.
- Deploy laboratory automation solutions and work with teams to troubleshoot field issues.
- Perform system upgrades, software updates, and configuration changes; validate functionality and minimize operational impact.
- Contribute to documentation and continuous improvement of processes.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
