Automation Support Engineer

HighRes Biosolutions, Inc.; Beverly (MA); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading global laboratory automation company is seeking a remote Automation Support Engineer. The role involves managing customer robotics systems, enhancing user experience, and collaborating with internal teams. Ideal candidates are excellent communicators and passionate about customer success. This position offers growth opportunities and requires travel, primarily on the West Coast.

Qualifications

• Experience in customer service and lab automation.
• Strong communication skills for diverse audiences.

Responsibilities

• Enhancing customer experience with automation platforms.
• Managing a customer base of up to 30 accounts.

Skills

Customer Success

Communication

Troubleshooting

Adaptability

Education

BS in a STEM discipline

Tools

C#

Java

Python

Job description

Job Details

Job Location: CompanyOffice-US-MA-01915-01 - Beverly, MA

Salary Range: Undisclosed

Description

Job Location: Remote – West Coast

Our Company

HighRes Biosolutions is the leading global laboratory automation company. Our products and people empower scientists with automated laboratory workflows, creating data factories that connect instrumentation with informatics worldwide.

Position-specific details

We are seeking a remote Automation Support Engineer (I or II) based in San Diego or nearby areas. You will be the primary contact for our customers' robotics systems, handling case management for both software and hardware issues. Ideal candidates are fast learners, curious, troubleshooting enthusiasts, and excellent communicators. You should be able to work independently and collaboratively, engaging with internal teams and customers. This role offers growth opportunities and skill development.

This is a meaningful opportunity to support customers operating automation platforms. You will collaborate with multiple teams to resolve issues and represent HighRes professionally. Travel is expected, approximately 25% domestically; international travel is unlikely but possible. A current driver's license, passport, and personal transportation are preferred.

What you will be doing:

• Enhancing customer experience with our platforms that support human health discoveries
• Building strong customer relationships through proactive communication and technical expertise
• Managing a customer base of up to 30 accounts on the West Coast
• Meeting response time and quality targets to ensure satisfaction
• Collaborating with cross-functional teams for customer resolutions
• Working with Field Service Engineers on troubleshooting, upgrades, and device issues
• Debugging and deploying code for automation device integration
• Configuring relational databases for laboratory scheduling
• Training customers remotely or onsite
• Deploying automation solutions and troubleshooting field issues
• Contributing to documentation and process improvements

Qualifications

Strongly emphasized:

• BS in a STEM discipline, emphasizing computer science and robotics
• Passion for customer success and experience in customer service
• Lab automation experience
• Proficiency in C#, Java, Python, or similar OOP languages
• Interest in software troubleshooting and collaboration with software teams
• Organization and time management skills
• Adaptability to changing workloads and expectations
• Excellent communication skills for diverse audiences
• Continuous learning mindset

Preferred:

• Knowledge of robotic arms
• Experience in system deployment engineering or bio/pharmaceutical labs
• Ability to develop automation tools and scripts
• Experience logging software bugs
• Familiarity with networking (TCP/IP) and serial communications
• Basic mechanical and electrical repair skills