Job Title: Technical Support Engineer II

Robotics / Sales - Support

Reports to: Director, Field Services & Customer Support

Location: Innolabs - Long Island City (Queens) NY

FLSA Classification: Exempt

About Us
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.

We offer excellent benefits, competitive compensation, equity packages, and opportunities for growth. If you are looking for your next exciting opportunity, come join us! Learn more on our Careers Website .

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.

This is a full-time, on-site position in Long Island City, NY. 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.

Who We Are Looking For

Education

Bachelor’s degree in Life Sciences, Biomedical Engineering or related major required

Experience

Minimum of 3 years' 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)

Compensation Range: The pay range for this position at commencement of employment is expected to be between $70,000 and $90,000 per year; base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and years of experience. We typically target mid-range for well-qualified candidates. The total compensation package for this position may also include other elements, including equity and full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. Following employment, growth beyond the hiring range is possible based on performance.

Opentrons Labworks Inc. is an equal opportunity employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

The position will be posted until a final candidate is selected for the requisition or the requisition has a sufficient number of applications.