Technical Support Specialist

Location: Remote

This job is with Thermo Fisher Scientific, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Work Schedule
Standard (Mon-Fri)  Environmental Conditions
Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every day—enabling our customers to make the world healthier, cleaner, and safer.

We provide our global teams with the resources needed to achieve individual career goals while helping take science a step beyond by developing solutions to some of the world’s toughest challenges, from protecting the environment and ensuring food safety to helping find cures for cancer.
Role overview:  Are you ready to advance your technical support career? Thermo Fisher Scientific is seeking a  Technical Support Specialist  to provide expert-level support for advanced laboratory automation and robotic platforms. This role provides advanced tier 3 technical support for customer systems through structured troubleshooting, remote diagnostics, and on-site investigations. You will work closely with Field Service Engineers, product specialists, and engineering teams to resolve hardware, software, and system integration issues.

You will act as a technical subject matter expert, working cross-functionally with R&D, Product Engineering, Quality, and Field Service to resolve systemic issues, influence product improvements, and strengthen service capability across internal and partner organizations.

This role requires a high degree of independent work and self-direction, as the primary engineering and support teams are in Finland. The ability to operate effectively across time zones, manage priorities autonomously, and collaborate remotely with global teams is essential.

This remote-based position involves frequent travel (up to 70%) to customer sites nationwide, with a preference for candidates based in the Northeast United States.

Key responsibilities:

Provide Tier 3 / escalation-level technical support for complex laboratory automation and robotic systems.
Operate independently in customer-facing and technical decision-making scenarios while coordinating remotely with global engineering and support teams.
Lead system-level root-cause investigations spanning robotics, electromechanical hardware, control software, firmware, and networking.
Support high-impact customer escalations requiring advanced diagnostics and on-site technical leadership.
Act as a technical liaison between Field Service, R&D, and Product Engineering.
Drive the development of technical documentation, service standards, and troubleshooting methodologies.
Design and deliver advanced technical training for internal teams and external partner service organizations.
Mentor junior technical support and field service engineers.
Contribute to product improvement initiatives through structured feedback, failure analysis, and design input.
Ensure compliance with quality systems, validation requirements, and regulatory standards.

Qualifications:

Bachelor’s Degree with 7–10+ years of experience supporting laboratory automation, robotics, or complex electromechanical platforms.
Proven ability to operate autonomously as a technical authority while collaborating effectively with globally distributed engineering and support teams.
Deep expertise in robotic systems, motion control, sensors, and system integration.
Strong experience troubleshooting software-controlled automation systems, including logs, diagnostics, and system performance analysis.
Proven ability to lead technical escalations and operate independently in customer environments.
Demonstrated experience authoring high-quality technical documentation and delivering formal technical training.
Experience supporting partner service organizations or global service models
Willingness to travel within the U.S. up to 70% of the time.
Must be legally authorized to work in…