Automation Support Engineer II (East Coast)

HighRes; United States; Hybrid; USD 85,000 - 120,000; Full time

Job summary

HighRes Biosolutions is seeking a remote Automation Support Engineer II located on the US East Coast. You will be the primary contact for customers' robotics systems, handling case management for software and hardware while troubleshooting and delivering excellent service.

Domestic travel of ~30% is required; work will be performed remotely, in the office, and at customer sites. You will collaborate cross-functionally, improve platforms used in biological workflows, and contribute to

Qualifications

• Bachelor's degree in a technical field is required.
• Passion for driving customer success and experience in customer service.
• 4+ years in lab automation, robotics, or software experience (ASE 2 level).
• Basic proficiency in C# and Python or similar OO languages.
• Strong software troubleshooting and cross-functional collaboration.
• Detail-oriented with good time management and organization.
• Proven experience documenting issues and following through to resolution.
• Professional demeanor representing the company with clients.
• Adaptable to varying workloads and evolving customer expectations.
• Excellent written and verbal communication; enthusiastic about continuous learning.

Responsibilities

• Improve customers' daily experience with our platforms supporting human health discoveries.
• Build strong customer relationships through proactive communication and technical acumen.
• Manage a customer base within the West Region up to 30 accounts (role scope subject to geo alignment).
• Meet targets for response time and quality to ensure customer satisfaction.
• Collaborate with cross-functional teams to drive resolutions from diagnosis to completion.
• Work with Field Service Engineers for troubleshooting, upgrades, and device issues.
• Debug and deploy code for integrating laboratory automation devices.
• Troubleshoot TCP/IP and serial networking issues; configure relational databases.
• Interface with and train customers remotely or onsite; deploy solutions with teams.
• Perform system upgrades and software updates; validate functionality with minimal disruption.
• Contribute to documentation and continuous improvement of processes.

Skills

Customer success focus

4+ years experience

C#

Python

Troubleshooting

Communication

Time management

Independent worker

Education

Bachelor's degree in a technical field

Tools

C#

Python

Job description

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:

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, 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.