Automation Support Engineer II - Embedded Engineer

Automation Support Engineer IIMassachusetts: Embedded Engineer - Full Time at Customer SiteCompany OverviewHighRes is a Beverly, Massachusetts–based life sciences lab automation company that partners with biotech, pharma, and research organizations to implement intelligent laboratory workflows, combining hardware, software, and services to make scientific work more efficient and reproducible.Its platform is focused on automating and orchestrating lab operations—from liquid handling and robotic systems to workflow software such as Cellario—supporting use cases like drug discovery, genomics, and other high-throughput research.Position SummaryWe are seeking a remote Automation Support Engineer II in Boston or its surrounding areas to 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.ResponsibilitiesYou 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 and technical skillsManage a customer base on the West Coast of up to 30 accounts Meet targets for response time and quality to ensure customer satisfactionCollaborate with cross-functional teams to drive forward customer resolutionsCollaborate with Field Service Engineers for troubleshooting, upgrades, device issues, and moreDebug and deploy code for integrating laboratory automation devicesTroubleshooting 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 issuesContribute to documentation and continuous improvement of our processesQualificationsRequired QualificationsBachelor'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 of experience in lab automation, robotics, or software experience Basic proficiency in C#, Python, or other Object-Oriented LanguagesAbility and interest in software troubleshooting and working with the larger 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 audiencesDomestic travel is required for this role, around 30%International travel is unlikely but still possibleCurrent driver's License, Passport, and personal transportation are required. A love for continuous learningPreferred QualificationsUnderstanding 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 tasks Experience recording logs and information on software bugsFamiliarity with networking (TCP/IP), or Serial CommunicationsBasic mechanical and electrical troubleshooting skills. Additional Years of Work Experience or Industry Exposure