Automation Support Engineer II - Embedded Engineer

Overview

Job Title:

Automation Support Engineer II (Experienced) – Cambridge, MA area. Company:
High Res, a Beverly, MA–based life sciences lab automation company. Role focuses on primary point of contact for customers' robotics systems, handling software and hardware case management. Work is performed at the customer site with cross-functional collaboration across internal teams. This is a full-time position with a salary range of $90,000.00 – $ per year.

• Provide customer support and success by improving daily experiences with our platforms and advancing human health discoveries.
• Build and manage strong customer relationships; address concerns and ensure satisfaction throughout the system lifecycle.
• Manage stakeholder expectations and facilitate cross-functional collaboration to drive case closure.
• Lead case review meetings and translate complex technical topics into clear, accessible communication for diverse audiences (bench scientists to IT and facilities teams).
• Meet targets for response time and quality to ensure customer satisfaction.
• Become the subject matter expert at the customer site for High Res solutions.
• Collaborate with Field Service Engineers for troubleshooting, upgrades, device issues, and related activities.
• Debug and deploy code for integrating laboratory automation devices; ensure harmonization of systems as the customer grows.
• Contribute to documentation and continuous improvement of processes; process tickets within standards to meet KPI targets.

• Become the subject matter expert at the customer site for High Res solutions.
• Collaborate with Field Service Engineers for troubleshooting, upgrades, device issues, and related activities.
• Debug and deploy code for integrating laboratory automation devices.
• Ensure harmonization of systems as the customer grows.
• Contribute to documentation and continuous improvement of processes.
• Process tickets within standard procedures to meet KPI targets.

• Bachelor's degree in a technical field (Computer Science, Robotic Engineering, or related).
• A passion for driving customer success and experience in customer service.
• ASE 2 with at least 3+ years of experience in lab automation, robotics, or software.
• Basic proficiency in C#, Python, or other Object-Oriented languages.
• Ability to troubleshoot software and work with the larger Software team.
• Strong problem-solving mindset with attention to detail; excellent organization and time management.
• Experience documenting software and/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.
• Love of continuous learning.

• Background in customer-facing technical delivery roles (customer support, field service, deployment engineering, applications support).
• Experience with laboratory automation software (Cellario, Momentum, Green Button Go, or equivalent middleware).
• Experience with robotic arms (SCARA or articulated) such as Kuka or Denso.
• Experience contributing to or leading cross-functional meetings.
• System deployment engineering or bio/pharmaceutical lab 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.
• Experience with firmware-level device configuration and troubleshooting.
• Basic mechanical and electrical troubleshooting skills.