Robotics Support Engineer

Support Engineer (Beverly, MA) Hybrid or Remote

Salary: $80K-$120K/yr. (plus bonus)

All employees must be fully vaccinated for Covid-19

Must have a valid Driver's License

Overview

We are searching for experienced Robotics Automation Support Engineers to support our expanding install base of laboratory automation platforms, specializing in software, device drivers, and software customization. You will be responsible for all aspects of technical support and maintenance of software, drivers, and protocols on platforms at customer sites and be key to the adoption and ongoing utilization of company platforms and products.

Responsibilities

• Troubleshoot, repair, and maintain the full range of company software, and automation platforms regularly utilizing virtual and remote technologies
• Provide rapid response to customer support requests, initiating troubleshooting and triage of customer-reported product issues
• Collaborate with company Field Service Engineers and operations teams to deploy software updates, system upgrades, and relocations at customer sites
• Train customers routine and advanced operation Cellario software and perform automation systems operational training
• Develop customer relationships through proactive and collaborative communication
• Regularly author service documentation and contribute knowledge base articles for technical support and servicing & troubleshooting techniques
• Mentor and train junior-levelASEs
• Regular coordination with software development and product teams to achieve tier 2 and tier 3 issue resolution
• Manage and maintain software and device driver documentation and packages; author and submit bug/issue tickets; code review and troubleshooting

Qualifications

• Bachelor's Degree in computer science, robotics, or biomedical engineering; or a science degree with direct experience in software or automation engineering is required
• Minimum 4 years of direct experience in technical support or customer-facing support role, with a preference for experience in scheduling software, laboratory automation software and drivers, robotics, or laboratory instrumentation integration and software. In-house automation support/engineering experience will also qualify
• C#, JAVA, C++, or another object-oriented programming
• Experience with JIRA, GitHub, or similar software development applications, as well as communication protocols, is an advantage
• Effective telephone and remote customer interactions, with overnight domestic travel up to 15-25%required
• Valid drivers license