Automation Support Engineer II (West Coast)

Job summary

The Automation Support Engineer will serve as the primary point of contact for customer robotics systems, managing both software and hardware cases. They will collaborate with cross-functional teams to troubleshoot, deploy, and upgrade laboratory automation solutions while maintaining strong customer relationships.

Job details

Job Details: Job Location: Remote-US-CA - N/A, CA, Salary Range: $90000.00 - $120000.00Salary, Job Location: US – Remote Location: San Francisco, CA 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 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 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.

What you’ll do

The Automation Support Engineer will serve as the primary point of contact for customer robotics systems, managing both software and hardware cases. They will collaborate with cross-functional teams to troubleshoot, deploy, and upgrade laboratory automation solutions while maintaining strong customer relationships.

Requirements

Candidates must hold a bachelor's degree in a technical field and possess at least 4 years of experience in lab automation, robotics, or software. Proficiency in object-oriented programming and strong communication skills are essential for this role.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Data analysis · Preferred
• TCP/IP · Preferred
• C++ · Preferred
• Python · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Laboratory automation
• Robotics
• Customer service
• C#
• Python
• Software troubleshooting
• Hardware troubleshooting
• Networking
• TCP/IP
• Serial communications
• Relational databases
• System deployment
• Technical communication
• Time management
• Data analysis
• Field service
• Electrical/Electronic Troubleshooting
• Laboratory Automation
• Continuous Development
• Customer Success Management
• Professionalism
• Automotive Service Excellence (ASE) Certification
• Workflow Management
• Curiosity
• Valid Driver's License
• Self-Motivation
• Quick Learning
• Adaptability
• Automation
• C# (Programming Language)
• Case Management
• Customer Service
• Communication
• Computer Science
• Continuous Improvement Process
• Relational Databases
• Debugging
• Instrumentation
• Field Service Management
• Problem Solving
• Python (Programming Language)
• Life Sciences
• Object-Oriented Programming (OOP)
• Pharmaceuticals
• System Deployment
• Time Management
• Troubleshooting (Problem Solving)
• Verbal Communication Skills
• Scheduling
• Technical Acumen

Job areas

• Technology
• Engineering
• Customer Service & Support
• Science & Research
• Software
• Automation Support Specialist
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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