Automation Support Engineer I or II: Boston Area
Listed on 2025-11-25
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IT/Tech
IT Support, Technical Support, Systems Engineer
Automation Support Engineer I or II:
Boston Area
High Res Biosolutions is the leading global provider of laboratory automation solutions, empowering scientists with automated workflows that connect instrumentation with informatics worldwide.
Job Location: Hybrid – Beverly Office & Remote
Position Overview
We are seeking a remote Automation Support Engineer (I or II) in Boston or surrounding areas to serve as the primary point of contact for our customers' robotics systems, focusing on case management for both software and hardware.
As a fast‑learning, curious individual who loves troubleshooting and providing excellent customer service, you will work independently and cross‑functionally with internal teams and customers. This role involves domestic travel (~30%) and possibly limited international travel. 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 and technical skills.
- Manage a customer base on the West Coast 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.
- 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.
- Contribute to documentation and continuous improvement of our processes.
Required
- Bachelor's degree in a technical field (Computer Science, Robotics Engineering, or related field).
- A passion for driving customer success and experience in customer service.
- ASE I: 2 years’ experience in lab automation, robotics, or software; ASE II: 4 years’ experience.
- Basic proficiency in C#, Python, or other object‑oriented languages.
- Interest in software troubleshooting and collaboration with the larger 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.
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.
Seniority Level: Entry level
Employment type:
Full‑time
Job function:
Information Technology
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