We are searching for a technical support engineer who possesses a blend of technical and customer-facing skills to join our growing team. An ideal candidate is one who can successfully analyze root cause, contain, and resolve complex technical issues. You will work with a small, highly motivated team and contribute to the company’s culture, engage in development of standard operating proceedures, knowledge base and other project work in addition to daily interractions with end-users. Contribute to the establishment of best practices for keeping our automation solutions up and running, ensuring our US and Global customers have the best experience possible. This is a unique opportunity; you will have an immediate impact on the development of our company.
This is the perfect role for an inherently curious, analytical thinker who enjoys being on the front line of creating delighted end-users. It is also ideal for someone with an engineering mindset who likes getting out from behind their monitor and putting solutions to work in the real world! On a typical day you might do all or some combination of the following:
Provide technical support to ensure all deployed automation equipment and infrastructure are meeting the customer expectations
Troubleshoot, resolve and enhance software and systems configuration via telephone, remote desktop and in-person interractions with end users Partner with Field Service and Deployment Engineering to understand client issues and develop pathways to resolution.
Contribute to process improvement initiatives and provide input and technical support to engineering projects and initiatives, to ensure product delivery Build relationships with customers to meet customer satisfaction metrics Work with relational databases and SQL querying tools, VPN, firewalls, routers, ROS, Object Oriented Software languages, and cloud based technologies
Occasional preventative maintenance visits for currently install base systems, in conjunction with field service engineers.
Guide end users in the proper utilization of installed automation platforms and systems configuration
Faciliate customer feedback to HighRes teams to enable a continual improvement process for our software, systems and devices.
Travel between 15-25% (Domestic and international travel.)
BS/BA in an Engineering discipline (EE, ME, CS, IE, etc.) or equivalent combination of education and progressive experience relevant to the role
5+ years of recent relevant experience
Analytical, technical and problem solving skills that can be applied to real world solutions
Strong understanding of Object Oriented software, software testing and/or DevOps principles, scripting and troubleshooting
General understanding of network topologies such as VPNs, firewalls, and routers
Excellent written and verbal communication skills. Excellent interpersonal and customer service skills
Experience with troubleshooting and identifying the root cause of issues within defined SLAs
Ability to work in a fast paced, rapidly changing environment.
Previous experience in a robotic automation is a big plus
Internal Number: 2019-1288
About HighRes Biosolutions
Our systems and solutions allow scientists accelerate such areas as drug discovery, high-throughput genotyping, siRNA screening, next-generation sequencing sample prep, biorepository science, molecular diagnostics, and more.
The work we do is important in many ways and because of that, we are committed to building an inclusive and transparent culture where employees can focus on doing their best work.
As a small company we are also doing our best to offer competitive and flexible benefits, a collaborative and innovative atmosphere, a modern and beautiful office space north of Boston with lots of room for our growing team and the freedom and flexibility to create real work-life balance.
Our existing team comes from diverse backgrounds in Life Sciences, Robotics, Engineering, Entrepreneurship and more. Some of our roles have a pretty specific set of requirements but we also look for people who are open to continuous learning and improvement not just the expert in the room. Take a look at our current openings and let us know that you are interested.