Automation Support Engineer II - Embedded Engineer

Cambridge, Massachusetts: Embedded Engineer - Full Time at Customer Site

Company Overview

HighRes 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 Summary 

We are seeking a remote Automation Support Engineer II in Cambridge or its surrounding area 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 at the customer site. 

Responsibilities: 

You will be trained to help you become capable and confident in performing the following: 

Customer Support and Success 

• Improve customers' daily experience with our platforms that contribute to advance human health discoveries 

• Build and manage strong customer relationships by addressing concerns and ensuring satisfaction throughout the system lifecycle.  

• Manage stakeholder expectations and facilitate cross-functional collaboration to drive case closure. 

• Leading case review meetings. 

• Translate complex technical topics into clear, accessible communication for diverse customer audiences, from bench scientists to IT and facilities teams. 

• Meet targets for response time and quality to ensure customer satisfaction. 

Technical Capabilities 

• Become the subject matter expert at the customer site for HighRes.  

• Collaborate with Field Service Engineers for troubleshooting, upgrades, device issues, and more 

• Debug and deploy code for integrating laboratory automation devices 

• Ensure harmonization of systems as the customer grows  

• Contribute to documentation and continuous improvement of our processes 

• Process tickets within the standards to meet KPI targets.  

Required: 

• 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 at minimum 3+ years’ experience in lab automation, robotics, or software experience  

• Basic proficiency in C#, Python, or other Object-Oriented Languages 

• Ability to troubleshoot software and work with the larger Software team 

• Problem-solving mindset with attention to detail 

• Organization and time management skills 

• Experience documenting software and or hardware issues while 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 

Preferred: 

• Background in customer-facing technical delivery roles (customer support, field service, deployment engineering, applications support)  

• Experience with laboratory automation software(Cellario, Momentum, Green Button Go, or equivalent middleware platforms) 

• Experience with robotic arms SCARA or articulated robotic arms (examples: Kuka, Denso, or similar) 

• Experience contributing to or leading cross functional, internal or external meetings.  

• 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 

• Experience with firmware-level device configuration and troubleshooting. 

• Basic mechanical and electrical troubleshooting skills.