Software Technical Support Specialist – San Diego HQ

Software Tech Support Specialist – San Diego HQ

About Us

Biosero Inc. is a premier integrator of automation for scientific workflows.  Automation is our passion. Our software and solutions are placed in top tier (Fortune 100) & key research accounts worldwide including pharma, agriculture, diagnostics and biotech. The work we do accelerates discovery, minimizes human error and improves safety.  Our customers value our dedication to support and our consultative approach. Biosero is the fastest growing company in the lab integration market.

Position

The successful candidate will be primarily responsible for answering remote support requests from customers of Biosero’s Green Button Go and other automation software products. You will be called upon as the company’s externally-facing front line technical support representative to customers and colleagues for questions related to software and integrated platforms; and will be a partner to the software team to maintain your knowledge of Biosero automation software. Please note, this position is for technical support of Biosero software only; and is NOT a desktop IT support role for office applications.

The position works closely with sales, applications, software, and integrations team members to assure fast response to, and resolution of, customer technical support requests.  Position requires regular early morning work beyond standard business hours to support colleagues in other time zones, and occasional travel, up to 15% outside the immediate Southern California territory.

This is a full-time position and benefits include medical, dental, life insurance, and matching 401k. 

Responsibilities

  • Staff the Biosero technical support hotline for routine support requests for Biosero’s proprietary software, drivers, and automation workcells.    
  • Work closely with all Biosero customers to support Green Button Go software.
  • Communicate regularly and partner with Biosero Software Field Service Engineers and Biosero software and integrations organizations to troubleshoot and solve customer problems.
  • Become proficient in Biosero software products: Green Button Go scheduler software, Transfer Track liquid handling software, and Ready Label barcode software.  Support Field Service and customers for all questions relating to software and integrated platforms.
  • Occasionally work with Integrations Engineering to assemble and program integration workcells.
  • Learn to use and become proficient in .NET/C# language in order to troubleshoot, repair, and develop Green Button Go drivers and scripts to resolve software issues.
  • Develop, test, and debug software and software drivers (as required).
  • Ensure compliance to SOPs and established methods for all servicing activities.
  • Develop and deliver internal training to Biosero team members on software support, maintenance, and related service troubleshooting and procedures.
  • Maintain a software solutions library, ensuring answers to repetitive problems are easily accessible for all service team members.  
  • Regularly write technical documentation, including knowledge base articles, service notes, technical bulletins, and troubleshooting procedures.
  • Work with management on improving the Biosero brand where applicable.

Qualifications

The successful candidate will have the following skill set:

  • BS in Computer Science/Computer Engineering or BS in Life Sciences/Engineering with programming background.
  • Experience in lieu of degree will be considered; experience with lab automation and scheduling software is a plus.
  • Experience in programming languages (C#, JavaScript, Python, etc.) is desirable.
  • Programming in .NET/C#/WPF, communication technologies (RS232, TCP/IP, CAN, etc.), and ability to debug networking issues is a plus; training provided.
  • Ability to troubleshoot/solve problems with strong analytic skills and a determination to find win/win solutions.
  •  Strong verbal and written communication skills.
  •  Ability to work at customer sites and occasionally travel up to 15%.
  • Ability to work independently, with excellent organizational and time management skills with a mind for responsibility and accountability.
  • Strong customer service and customer relationship skills.
  • Valid driver’s license.

Click HERE for a link to the job posting on ZipRecruiter.