Automation Support Engineer II (East Coast)

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

Job summary

HighRes Biosolutions, Inc. seeks an Automation Support Engineer II to join the East Coast team. You will be the primary touchpoint for customers' robotics systems, handling case management for software and hardware and coordinating with internal teams and clients.

The role requires strong troubleshooting, impeccable communication, and the ability to work independently while collaborating with cross-functional groups. Domestic travel ~30% is required.

Qualifications

• Bachelor's degree in a technical field (CS, Robotic Engineering or related).
• 4+ years’ experience in lab automation, robotics, or software support.
• Passion for driving customer success and strong communication skills.
• Proficient in C#, Python or similar OO languages; troubleshooting mindset.

Responsibilities

• Serve as the primary contact for customers' robotics systems and case management for software and hardware.
• Work with internal teams and customers, balancing discussions across multiple stakeholders.
• Collaborate with Field Service Engineers for troubleshooting, upgrades, and device issues.
• Debug and deploy code to integrate laboratory automation devices.
• Troubleshoot TCP/IP and serial networking; configure relational databases for scheduling.
• Interface with customers remotely or onsite, and mentor through documentation updates.

Skills

Customer success

Technical troubleshooting

Communication

Independence

Team collaboration

Time management

Education

Bachelor's degree in a technical field

Tools

C#

Python

Relational databases

Job description

Job Details: Job Location: CompanyOffice-US-MA-01915-01 - Beverly, MA, Salary Range: $90000.00 - $120000.00Salary, Job Location:US – Remote Location: East Coast

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 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:

• Improve customers' daily experience with our platforms that contribute to human health discoveries
• Build strong customer relationships through proactive communication, technical acumen, and the ability to communicate effectively with diverse technical and nontechnical audiences
• Manage a customer base within the West Region 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 through ownership from initial diagnosis to completion
• Collaborate with Field Service Engineers for troubleshooting, upgrades, device issues, and more
• Debug and deploy code for integrating laboratory automation devices
• Troubleshoot 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
• Perform system upgrades, software updates, and configuration changes while validating functionality and minimizing operational impact
• 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 2 should have 4+ years’ experience in lab automation, robotics, or software experience
• Basic proficiency in C#, Python, or other Object-Oriented Languages
• Strong software troubleshooting abilities and the capacity to partner effectively with the broader 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
• Self-motivated with the ability to work independently and as part of a team

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.