​This is a full-time, Fully Remote Automation Support Engineer role based in Cambridge, UK, serving as the primary technical point of contact for customer robotics systems. The role involves hands-on troubleshooting, case management for both software and hardware issues, and building strong customer relationships for laboratory automation platforms that contribute to life science discoveries. The engineer will work remotely, in the office, and at customer sites, requiring significant domestic travel.

• ​Location: Fully Remote (Cambridge, UK or surrounding areas).
• ​Travel: Required domestic travel of around 30% (international travel is possible but unlikely).
• ​Experience: ASE I requires 2+ years; ASE II requires 4+ years experience in lab automation, robotics, or software.
• ​Focus: Primary case management for complex lab automation robotics and software, debugging code, troubleshooting networking, and configuring databases.

​What You Will Be Doing: Technical Support and Automation Deployment

​The engineer will manage a dedicated customer base, ensuring platform reliability through troubleshooting, coding, and deployment support.

• ​Customer Relationship Management: Build strong customer relationships through proactive communication and manage a customer base of up to 30 accounts on the West Coast (as listed in the source).
• ​Case Management & Collaboration: Serve as the primary point of contact for customer systems, managing cases and meeting targets for response time and quality. Collaborate extensively with Field Service Engineers for troubleshooting and hardware/device issues, and with cross-functional teams to drive resolutions.
• ​Technical Troubleshooting: 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.
• ​Deployment & Training: Deploy laboratory automation solutions, working with various teams to troubleshoot field issues. Interface with and train customers remotely or onsite.
• ​Continuous Improvement: Contribute to documentation and continuous improvement of support processes.

​Qualifications and Technical Skills

​The position requires a foundational technical degree, experience with object-oriented programming, and a strong problem-solving mindset.

• ​Required Education: Bachelor’s degree in a technical field (Computer Science, Robotic Engineering, or related fields).
• ​Required Experience: 2+ years (ASE I) or 4+ years (ASE II) experience in lab automation, robotics, or software experience.
• ​Programming Proficiency: Basic proficiency in C#, Python, or other Object-Oriented Languages. Ability and interest in software troubleshooting.
• ​Soft Skills: Exceptional written and oral communication skills, professional demeanor, adaptability, and a passion for driving customer success.
• ​Preferred Skills: Understanding of or experience with robotic arms and laboratory automation software. Familiarity with networking (TCP/IP) and Serial Communications. Experience with system deployment engineering or bio/pharmaceutical labs.