Technical Support Engineer I
Description
Job Title: Technical Support Engineer
Robotics / Sales - Support
Reports to: Director, Field Services & Customer Support
Location: Innolabs - Long Island City (Queens) NY
FLSA Classification: Exempt
Opentrons Labworks, Inc., is a disruptive life science company leveraging its integrated lab platform to supercharge the pace of innovation in research and healthcare. Opentrons Labworks is the parent company to business units Opentrons Robotics and Neochromosome. Through Opentrons Robotics, thousands of institutions are automating R&D operations with flexible, easy-to-use liquid handling lab robots. Through Neochromosome, biopharma and biotech at large can benefit from our world-class genome-scale cell engineering solutions.
About the Role
As a Technical Support Engineer, you will be responsible for providing world class support for our users who need assistance with their liquid handling robot. The focus of this role is assisting Opentrons customers with solutions for their Opentrons platform. We work hard to provide a white glove experience while customers work with our team.
We are customer obsessed in everything we do. The customer’s experience and success are top of mind for this team and that is reflected in their work on both a technical and customer service level.
Technical Support Engineers report directly to the Director, Field Services & Customer Support.
What You Will Do
● Resolve customer issues via email, video conferencing, or phone call.
● Provide a delightful experience with our customers by providing solutions promptly with short response times and efficiently with a low number of interactions.
● Document common technical occurrences based on customer interactions and commonly ticketed topics.
● Collaborate with our internal teams to report commonly ticketed issues and bugs.
What We Are Looking For
Education:
● Associate or Bachelor’s degree in Life Sciences, Biomedical Engineering or related major required
Experience:
● Minimum of 1 year experience in a customer facing role, preferably in the life sciences industry.
● Prior experience with liquid handling automation and/or Opentrons robots strongly preferred.
● Prior lab experience preferred
● Prior experience with Salesforce preferred
● Prior experience with GitHub preferred
Knowledge, Skills and Abilities:
● Knowledge of core biology workflows such as NGS, NAP, PCR, ELISA, etc.
● Solid understanding of how to debug code of automated liquid handlers. Knowledge of Python is preferred.
● Demonstrated ability to be customer obsessed and solutions driven
● Proficiency with Google Suite or related software
● Excellent verbal and written communication skills, especially in the face of tough situations
● Excellent time management skills with a proven ability to meet deadlines
● Strong analytical and problem-solving skills
Working Conditions and Physical Effort
● Fast-paced environment with a high volume of work to be completed
● Limited physical effort required, including installation, operation, and troubleshooting of robots
● This role requires onsite presence 5 days a week (*unless role is supporting customers in western US and APAC)
The position will be posted until a final candidate is selected for the requisition or the requisition has a sufficient number of applications.
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