Automation Support Engineer II

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. 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.

What you will be doing:

You 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 discoveries
• Build strong customer relationships through proactive communication, technical acumen, and the ability to communicate effectively with diverse technical and nontechnical 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, Deliver generative AI-enabled source code review and application security engagements. Coordinate with leadership, organize resources, refine and present assessment findings, document recommendations, and mentor junior red team members. Support penetration testing projects, including external and web application testing, while managing engagement delivery and improving security assessment technologies and workflows.

• 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
• ASE 2 should have 4+ years’ experience in lab automation, robotics, or software experience
• 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:

• 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., Designs and engineers secure network and cloud architectures across AWS, GCP, Azure, and physical data centers. Responsibilities include threat modeling, network segmentation, monitoring, alerting, automation, attack-surface reduction, and secure connection patterns. The role drives strategic security improvements, partners with product and infrastructure teams, communicates architectural decisions, and mentors engineers. Candidates need deep hybrid networking and cloud security expertise, protocol knowledge, scripting ability, independent problem-solving skills, and strong communication. Top Skills: AIApplied CryptographyAWSAzureCi/CdDnsGCPGoHttp/SHybrid Cloud NetworkingPrivate EndpointsPythonService MeshesShell ScriptingTcp/IpTlsTransit GatewaysVpcsZero Trust Architecture

Be an Early Applicant Remote Hiring Remotely in USA 90K-120K Annually Mid level Remote Hiring Remotely in USA 90K-120K Annually Mid level Provides remote, onsite, and customer-site technical support for laboratory automation platforms. Manages customer cases, troubleshoots software, hardware, networking, robotic, and database issues, deploys and debugs integration code, performs upgrades and configuration changes, trains customers, collaborates with field and internal teams, and documents resolutions and process improvements. The summary above was generated by AI, 115K-160K Annually Senior level 115K-160K Annually Senior level Cloud * Computer Vision * Information Technology * Sales * Security * Cybersecurity Conduct AWS cloud threat hunting for global clients using Falcon, threat intelligence, cloud logs, queries, and scripts. Review configurations, identify adversarial activity and unauthorized access risks, develop defensive recommendations, and manage client projects. Communicate findings through technical reports, presentations, and stakeholder briefings, including to CISO-level audiences, regulators, and legal counsel. Top Skills: AWSAws-Native ServicesCi/CdCloud Control PlaneCloud LoggingCloud NetworkingCloud SecurityData SecurityFalconGoIdentity And Access ManagementPythonThreat IntelligenceWorkload Security

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HighRes Biosolutions is the leading global provider of laboratory automation solutions. Our products and people empower scientists with comprehensive, automated laboratory workflows, thereby creating data factories that connect instrumentation with informatics worldwide.