Automation Support Engineer I or II: Cambridge, UK

HighRes Biosolutions, Inc.; California; On-site; USD 56,000 - 80,000; Full time

Job summary

HighRes Biosolutions is seeking a remote Automation Support Engineer I or II to be the primary contact for customers' robotics systems, focusing on case management for software and hardware. You will troubleshoot, document, and collaborate with Field Service Engineers to drive timely resolutions.

This role covers West Coast accounts with travel up to 30%. A technical Bachelor’s degree is required; ASE I requires 2+ years in lab automation or software, ASE II 4+ years.

Qualifications

• Bachelor's degree in a technical field is required.
• 2+ years in lab automation, robotics, or software for ASE I or 4+ years for ASE II.
• Strong written and verbal communication and customer-service orientation.

Responsibilities

• Act as primary contact for customers' robotics systems and manage software/hardware issues.
• Troubleshoot and diagnose problems; collaborate with Field Service Engineers on resolutions.
• Configure and deploy laboratory automation solutions and integrate devices.
• Debug and deploy code for system integration and data workflows.
• Document issues and track them to resolution with clear communication to customers.

Skills

Customer service

Communication

Troubleshooting

Education

Bachelor's degree in a technical field

Tools

Relational databases

TCP/IP networking

Job description

# Automation Support Engineer I or II: Cambridge, UK## Description**Job Location:** Remote-Cambridge, UK**Our Company**HighRes Biosolutions is the leading global provider of laboratory automation solutions. Our products and people empower scientists with comprehensive, automated laboratory workflows, thereby creating data factories that connect instrumentation with informatics worldwide.**Position-specific details**We are seeking a remote Automation Support Engineer (I or II) in Cambridge, UK or the 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. Domestic travel is required for this role, around 30%. International travel is unlikely but still possible. Current driver's License, Passport, and personal transportation are preferred.**What you will be doing:**You will be trained to help you become capable and confident in performing the following:* 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 documentation and continuous improvement of our processes## Qualifications**Required:*** 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 I should have 2+ years’ experience in lab automation, robotics, or software experience* 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**Preferred:*** 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 recording logs and information on software bugs* Familiarity with networking (TCP/IP), or Serial Communications* Basic mechanical and electrical troubleshooting skills.