Technical Support Specialist
$75,754–$113,630 year
RemoteNew York, United States
Job Summary
Provide Tier 3 technical support for complex laboratory automation and robotic systems through structured troubleshooting, remote diagnostics, and on-site investigations. Lead system-level root-cause analyses spanning robotics, electromechanical hardware, control software, and firmware while acting as a technical liaison between Field Service, R&D, and Product Engineering. Drive the development of technical documentation, service standards, and troubleshooting methodologies, and design advanced training for internal teams and external partners. Mentor junior engineers and contribute to product improvement initiatives via failure analysis and design input. Ensure compliance with quality systems, validation requirements, and regulatory standards. Operate independently across time zones with up to 70% travel to customer sites nationwide, requiring PPE and the ability to pass a background check including drug screening.
Required Qualifications
- Bachelor's Degree
- 7–10+ years of experience supporting laboratory automation, robotics, or complex electromechanical platforms
- Proven ability to operate autonomously as a technical authority while collaborating effectively with globally distributed engineering and support teams
- Deep expertise in robotic systems, motion control, sensors, and system integration
- Strong experience troubleshooting software-controlled automation systems, including logs, diagnostics, and system performance analysis
- Proven ability to lead technical escalations and operate independently in customer environments
- Demonstrated experience authoring high-quality technical documentation and delivering formal technical training
- Experience supporting partner service organizations or global service models
- Willingness to travel within the U.S. up to 70% of the time
- Must be legally authorized to work in the United States without sponsorship
- Must be able to pass a comprehensive background check, which includes a drug screening
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