Automation Support Engineer II - San Diego, CA

Overview

We aresearching for experiencedRobotics Automation Support Engineersto support our expanding install base oflaboratoryautomation platforms, specializing insoftware, device drivers, andsoftware customization. You will be responsible forall aspects oftechnical supportandmaintenanceofsoftware, drivers,and protocols onplatforms at customer sites andbekey totheadoption andongoing utilizationof HighRes Biosolutionsplatforms and products, requiring a professional, customer-centric approach combined with excellent problem-solving and technical skills.

You will have the opportunity to partner withField ServiceEngineers, Field Applications, Software & RoboticsEngineers, and Account Managers to drive customer satisfaction and customer success. This role isbased inour Beverly, MA headquarterswithpartial remote/work from home,regularremote and virtualcustomer interactions, as well as occasionaltravel and work at customer sitesinthe US.

All HighRes Biosolutions employees must be fully vaccinated from Covid-19

Responsibilities

• Troubleshoot, repair, and maintain the full range ofHighRessoftware, and automation platformsregularly utilizingvirtual and remotetechnologies

• Provide rapid response to customer support requests, initiating troubleshooting and triage of customer-reported product issues

• Complete accurate and timely documentation of support case issues, activities, and resolution

• Collaborate withHighResField ServiceEngineers and operations teams to deploysoftwareupdates, system upgrades, and relocations at customer sites

• Train customersonroutineand advancedoperationofCellario softwareand performautomation systems operational training

• Develop customer relationships through proactive and collaborative communication to ensure customer engagement, customer referrals, and overall customer success with our products in the assigned territory

• Regularly author service documentation and contribute knowledge base articles for technical support and servicing& troubleshooting techniques

• Mentor and train junior-levelASEs and contribute to overall professionalism and service delivery excellence ofHighRes Customer Service

• Complete ongoing internal/external technical and professional training and development for continuous improvement and further expansion of service skills and delivery

• Regularco-ordination withsoftware development andproduct teamsto achieve tier 2 and tier 3 issue resolution

• Manage and maintainsoftware and device driver documentation and packages;author and submit bug/issue tickets; codereview and troubleshooting

Qualifications

• Bachelorsdegree incomputer science, robotics, or biomedical engineering;orscience degreewithdirectexperienceinsoftware or automation engineeringis required

• Minimum 4 years direct experience in atechnical supportor customer-facing support role, with preference for experience inscheduling software,laboratoryautomationsoftwareand drivers,robotics, or laboratory instrumentationintegration and software. In-house automation support/engineeringexperience will also qualify

• C#, JAVA, C++ or other object-oriented programming

• Experience withJIRA, GitHub or similar software development applications, as well ascommunication protocolsis an advantage

• Mature customer service skills

• Excellent troubleshooting and diagnostic skills

• Strong written and oral communication skills

• Organized and capable of self-management

• Effective telephone and remote customer interactions, with overnight domestic travelup to 15-25%required

• Valid drivers license

About HighRes

We love automation. We design and build innovative robotic systems and laboratory devices used by pharmaceutical and biotech companies and academic research laboratories. HighRes Biosolutions helps scientists accelerate drug discovery, high throughput genotyping, siRNA screening, next-generation sequencing sample prep, biorepository science and molecular diagnostics with highly flexible, expandable and modular integrated systems, bench-top devices and consumables that are easily configured (and reconfigured) to create research environments conducive to achieving breakthrough results.