Leverage our network to build your career.

Customer Success Engineer - US



Customer Service, Sales & Business Development
Posted on Friday, May 3, 2024

Level: 4
Salary band: $125,000-$150,000
10% annual bonus (discretionary & performance based)
Remote with access to our Boston Office

Automata is building a world-class company to disrupt the life science industry and empower scientists by making automation a reality for every lab.

We work with labs across the world to understand their specific workflows and needs and develop personalised solutions that range from diagnostic, and drug discovery to synthetic biology. Our LINQ platform allows us to simplify everyday automation tasks, while supporting more advanced paths for specialised workflows, in a fast, flexible, and cost-efficient way.

We are looking for a Customer Success Engineer whose mission is to lead the technical and scientific solution for our customers. You will act as a bridge between the product and engineering functions and the customer, ensuring they are successful with Automata’s LINQ platform, through configuring their system, building and testing workflows, and training the customer in how to use it. You will live at the intersection of science, hardware and software, responsible for translating complex scientific workflows into technical solutions.

Why is this role important for Automata?

You are the core part when it comes to actually delivering our product. You have the best understanding of the customer needs and our product capabilities so that you can maximise our added value.

You will be responsible for:

  • Assessing, planning and implementing end-end solutions for customers including adapting scientific workflows into functioning solutions across a customer’s hardware and software landscape

  • Developing custom integrations with third party solutions such as ELN, LIMS, Instrument Drivers or other laboratory hardware/software systems as-needed by the project scope and in collaboration with the project team

  • Supporting the project lifecycle for customers, including developing technical specifications, generating and executing test scripts and training as-needed on the LINQ product or custom solutions provided

  • Act as a bridge between the pre-sales & delivery teams, supporting scoping and design prior to the point of sale

  • Collaborate closely with product & engineering teams to translate customer requirements into actionable product decisions that generate long term customer success

What it takes:

  • 7+ years of experience combined in life sciences at the bench or providing services directly

  • Experience solving automation challenges within the lab with some Python expertise

  • Demonstrated success understanding highly technical and scientific challenges and effectively communicating a path forward while working with product and engineering teams

  • Experience in start-up environments, solving problems for the first time and translating learnings into institutional memory for team members

  • Willingness to travel as-needed for customer projects and complex troubleshooting, up to 50% including international travel

Nice to haves:

  • Located in greater Boston (US HQ)

  • Experience with enterprise software platforms, instrument/hardware driver development or integrations with lab systems (ELN, LIMS, etc)

What gets us excited?

We’re passionate about the future of Technology and Automation and our growing success is about teams who share our passion.

If you want to work in a high-paced environment and be the automation expert who enables lab scientists to use and benefit from automation systems based on true walk-away time, then come and join our team.

If this sounds like a good fit and has tick the right boxes, you will love having the opportunity to build something that immediately adds value.

US team benefits

  • Healthcare 🩺
    Competitive healthcare for you and your family

  • 401k 💰
    We offer a 401(k) retirement savings plan

  • Well-being budget ☀️
    Invest in your own well-being, personal growth, and hobbies

  • Holiday 🏖
    30 days + 8 bank holidays

  • Additional leave days ☺️
    Time off for dependents,'Me days', birthdays and volunteering days off

  • Birthday trees 🌳
    Planting a tree for every employee on their birthday, every year

  • Paid sick leave 🏥
    10 days paid sick leave to stay home and focus on rest and recovery

  • Mental health support 🧠
    Emotional support tool 'Spill'

  • Career progression frameworks 💫
    Each department & discipline has a progression framework

  • Flexible working ⏰
    Work when and where is best for you

We are an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Discrimination of any kind based on race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status is strictly prohibited.