Automation Support Engineer II

HighRes•Moose Jaw, SK

25d•Remote

About The Position

HighRes is a Beverly, Massachusetts–based life sciences lab automation company that partners with biotech, pharma, and research organizations to implement intelligent laboratory workflows, combining hardware, software, and services to make scientific work more efficient and reproducible. Its platform focuses on automating and orchestrating lab operations—from liquid handling and robotic systems to workflow software such as Cellario—supporting use cases including drug discovery, genomics, and other high-throughput research. Position Summary We are seeking a remote Automation Support Engineer II in San Diego, CA, or its surrounding areas to serve as the primary point of contact for our customers' robotics systems, focusing on case management for both software and hardware. The expectation is that you are a fast-learning and curious individual who loves troubleshooting and provides excellent customer service. You should be able to work independently and cross-functionally, switching between discussions with our internal teams and your customers. The ideal candidate will be able to grow with the company and develop their skills over time. This is an exciting opportunity to have a real impact, supporting our customers in operating their automation platforms. You will collaborate with multiple teams to develop solutions for your customers' diverse issues. You'll be the face of HighRes for your assigned customer base. Having a polished and professional communication style is essential! This is a fantastic opportunity for someone passionate about the intersection of life sciences and robotics. Work will be performed remotely, in the office, and at customer sites.

Requirements

Bachelor's degree in a technical field, (Computer science, Robotic Engineering or related fields)
A passion for driving customer success and experience in customer service
ASE 2 should have 4+ years’ experience in lab automation, robotics, or software experience
Basic proficiency in C#, Python, or other Object-Oriented Languages
Ability and interest in software troubleshooting and working with the larger Software team
Problem-solving mindset with attention to detail
Organization and time management skills
Experience documenting software or hardware issues and tracking 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 to a variety of audiences
A love for continuous learning

Nice To Haves

Understanding of or experience with robotic arms and laboratory automation software
System deployment engineering, or bio/pharmaceutical labs experience
Ability to write tools and scripts to automate repetitive tasks
Experience in recording logs and information on software bugs
Familiarity with networking (TCP/IP), or Serial Communications
Basic mechanical and electrical troubleshooting skills.
Additional Years of Work Experience or Industry Exposure

Responsibilities

Improve customers' daily experience with our platforms that contribute to human health discoveries
Build strong customer relationships through proactive communication and technical skills
Manage a customer base on the West Coast of up to 30 accounts
Meet targets for response time and quality to ensure customer satisfaction
Collaborate with cross-functional teams to drive forward customer resolutions
Collaborate with Field Service Engineers for troubleshooting, upgrades, device issues, and more
Debug and deploy code for integrating laboratory automation devices
Troubleshooting networking issues with TCP/IP and serial communications
Configure relational databases for laboratory scheduling software
Interface with and train customers remotely or onsite
Deploy laboratory automation solutions while working with various teams to troubleshoot field issues
Contribute to the documentation and continuous improvement of our processes