Automation Support Engineer II (West Coast)

HighRes; San Francisco (CA); Hybrid; USD 120,000 - 150,000; Full time

Job summary

HighRes Biosolutions is seeking an Automation Support Engineer II to be the primary contact for customers' robotics systems. This remote-facing role supports software and hardware, works with cross-functional teams, and travels about 30% domestically.

You will help customers operate automation platforms and grow your skills over time. The ideal candidate has 4+ years in lab automation or software, strong C#/Python skills, and excellent communication.

Qualifications

• Bachelor's degree in a technical field (CS, Robotic Engineering or related).
• 4+ years in lab automation, robotics, or software experience.
• Proficiency in C#, Python or other OO languages.
• Strong software troubleshooting abilities and cross-functional partnership.
• Excellent written and oral communication across diverse audiences.
• Experience documenting software or hardware issues and tracking to resolution.

Responsibilities

• Improve customers' daily experience with platforms contributing to human health discoveries.
• Build strong customer relationships through proactive communication and technical acumen.
• Manage a West Region customer base up to 30 accounts.
• Collaborate with cross-functional teams to drive resolutions from diagnosis to completion.
• Troubleshoot with Field Service Engineers for issues, upgrades, and devices.
• Debug and deploy code for integrating laboratory automation devices.
• Troubleshoot networking issues (TCP/IP) and serial communications.
• Configure relational databases for scheduling software.
• Train customers remotely or onsite and deploy automation solutions.
• Perform system upgrades, software updates, and configuration changes with minimal impact.
• Contribute to documentation and process improvement.

Skills

C#

Python

Object-Oriented Programming

Troubleshooting

Customer Service

Communication

Lab Automation

Robotics

Networking TCP/IP

Documentation

Education

Bachelor's degree in technical field

Tools

SQL

Lab automation software

Relational databases

Job description

Job Location: US – Remote Location: San Francisco, CAOur 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 San Francisco metro 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.