Software Support Engineer

Summary

Join Biosero, a leading life science robotic automation company, as a Software Support Engineer. You will provide technical support, installations, upgrades, and troubleshooting for Biosero’s Green Button Go (GBG) software suite. This role involves collaborating with customers, analyzing software and instrumentation issues, modifying methods and scripts, and liaising with various teams. You will also contribute to documentation, develop knowledge base content, and define customer workflows. The position requires up to 25% travel and is remote in MST or PST. Biosero offers a competitive salary and benefits package, including 401k matching, flexible vacation, health benefits, and professional development opportunities.

Requirements

• BS/MS in Life Sciences, Computer Science/Computer Engineering
• Minimum 5 years’ experience in lab automation, scientific equipment integrations, and scheduling software in an Automation Engineer, or similar, role is preferred
• Working knowledge of .net Framework and C# is required
• Programming or scripting experience

Responsibilities

• Work closely with all Biosero customers to support the Green Button Go (BGB) suite of software products
• Provide technical support, installation and acceptance testing, upgrade, and repairs of integrated GBG-controlled systems in laboratory and industrial accounts both remotely and on-site
• Troubleshoot GBG instrumentation drivers through analysis of error presentation and root cause analysis, including their communication with a variety of laboratory equipment and collaborative and mobile robotics
• Support advanced problem solving and custom solutions development as a liaison between field service, software development, and systems integration teams
• Review, modify, and consult with customers with methods, scripts, and processes in Green Button Go and GBG plug-in modules
• Work with field applications scientists to define and establish customer workflows and methods
• Regularly write technical documentation including knowledge base articles, service notes, technical bulletins, and GBG driver documentation and user guides
• Maintain internal reference documents related to all Biosero products
• Contribute to internal and customer facing GBG solutions knowledge base; author content, edit submissions, and maintain data

Preferred Qualifications

• Experience in Pharma/Life Sciences industry and using laboratory instruments from Hamilton, Beckman, Tecan, Agilent, etc. preferred
• Experience supporting customers remotely
• Knowledge of communication technologies (RS232, TCP/IP, CAN, etc.) and ability to debug networking issues
• Excellent written and verbal communication skills and proficiency in using documentation tools and software
• Attention to detail and ability to organize complex information logically
• Understanding of scientific terminology and laboratory processes
• Ability to work closely with cross-functional teams, including engineers, scientists, and product managers

Benefits

• 401K with company match
• Flexible Vacation Policy
• Health Benefits
• Investment in Professional and Personal Development