Automation Support Engineer II (West Coast)
About the role
We are seeking a remote Automation Support Engineer II located within the San Francisco metro area. The ideal candidate will serve as the primary point of contact for our customers' robotics systems, focusing on case management for both software and hardware. You should be a fast-learning and curious individual who loves troubleshooting and provides excellent customer service. You will work independently and cross-functionally, switching between discussions with internal teams and customers. This role offers the opportunity to grow with the company and develop your skills while supporting customers in operating their automation platforms.
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 possible. A current driver's license, passport, and personal transportation are preferred.
Responsibilities
- Improve customers' daily experience with our platforms that contribute to human health discoveries
- Build strong customer relationships through proactive communication, technical acumen, and the ability to communicate effectively with diverse technical and non-technical audiences
- Manage a customer base within the West Region 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 through ownership from initial diagnosis to completion
- 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
- Perform system upgrades, software updates, and configuration changes while validating functionality and minimizing operational impact
- Contribute to documentation and continuous improvement of our processes
Requirements
- Bachelor's degree in a technical field (Computer Science, Robotic Engineering, or related fields)
- A passion for driving customer success and experience in customer service
- 4+ years’ experience in lab automation, robotics, or software (for ASE 2 level)
- Basic proficiency in C#, Python, or other Object-Oriented Languages
- Strong software troubleshooting abilities and the capacity to partner effectively with the broader 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
- Self-motivated with the ability to work independently and as part of a team
Preferred Qualifications
- 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