Automation Support Engineer II (East Coast)

HighRes; Beverly (MA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

HighRes Biosolutions is seeking an Automation Support Engineer II for remote work on the East Coast. You will be the primary contact for customers' robotics systems, handling case management across software and hardware while working with internal teams and clients.

The role demands excellent communication, quick learning, and a passion for life sciences and automation. Travel is around 30% domestically, with some opportunities for on-site support at customer sites.

Qualifications

• Bachelor's degree in a technical field (CS, Robotic Engineering or related)
• 4+ years' experience in lab automation, robotics, or software
• Strong software troubleshooting abilities
• Experience documenting issues and tracking resolution
• Excellent written and verbal communication skills
• Ability to work independently and with teams

Responsibilities

• Improve customers' daily experience with our platforms contributing to health discoveries.
• Build strong customer relationships through proactive communication and technical acumen.
• Manage a customer base within the East Region, up to 30 accounts.
• Meet targets for response time and quality to ensure satisfaction.
• Collaborate with cross-functional teams to drive customer resolutions from diagnosis to completion.
• Troubleshoot, upgrade, and diagnose device issues with Field Service Engineers.

Skills

Customer service

Troubleshooting

Communication

Time management

Problem-solving

Independence

Education

Bachelor's degree in a technical field

Tools

C#

Python

Relational databases

TCP/IP networking

Serial communications

Job description

Job Location: US – Remote Location: East CoastOur CompanyHighRes 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 detailsWe are seeking a remote Automation Support Engineer II located within the East Coast area. The ideal candidate will 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 discoveriesBuild strong customer relationships through proactive communication, technical acumen, and the ability to communicate effectively with diverse technical and nontechnical audiencesManage a customer base within the West Region of up to 30 accountsMeet targets for response time and quality to ensure customer satisfactionCollaborate with cross-functional teams to drive forward customer resolutions through ownership from initial diagnosis to completionCollaborate with Field Service Engineers for troubleshooting, upgrades, device issues, and moreDebug and deploy code for integrating laboratory automation devicesTroubleshoot networking issues with TCP/IP and serial communicationsConfigure relational databases for laboratory scheduling softwareInterface with and train customers remotely or onsiteDeploy laboratory automation solutions while working with various teams to troubleshoot field issuesPerform system upgrades, software updates, and configuration changes while validating functionality and minimizing operational impactContribute to documentation and continuous improvement of our processesRequired:Bachelor's degree in a technical field, (Computer science, Robotic Engineering or related fields)A passion for driving customer success and experience in customer serviceASE 2 should have 4+ years’ experience in lab automation, robotics, or software experienceBasic proficiency in C#, Python, or other Object-Oriented LanguagesStrong software troubleshooting abilities and the capacity to partner effectively with the broader software teamProblem-solving mindset with attention to detailOrganization and time management skillsExperience documenting software or hardware issues and tracking to resolutionProfessional demeanor and ability to represent the company with clientsAdaptability to fluctuating workloads and evolving customer expectationsExceptional written and oral communication skills to a variety of audiencesA love for continuous learningSelf-motivated with the ability to work independently and as part of a teamPreferred:Understanding of or experience with robotic arms and laboratory automation softwareSystem deployment engineering, or bio/pharmaceutical labs experienceAbility to write tools and scripts to automate repetitive tasksExperience recording logs and information on software bugsFamiliarity with networking (TCP/IP), or Serial CommunicationsBasic mechanical and electrical troubleshooting skills.