Customer Success Engineer

Level: 3
Salary band: $100,000-$115,000
Bonus: 5% performance-based, discretionary
Hybrid

At Automata, we're on a mission to transform how scientists work by making automation accessible to every lab in the world. We believe that by giving labs the power to automate, we can unlock discoveries that will shape the future of life sciences—from diagnostics and drug discovery to synthetic biology.

But we’re more than just a company disrupting the industry—we're a team of innovators, problem-solvers, and creators passionate about empowering scientists. Our LINQ platform combines hardware and software to streamline workflows, making lab automation fast, flexible, and affordable. This means our customers can focus on groundbreaking research, while we take care of the rest.

Why Work at Automata?

• Impact: Your work will directly contribute to advancements in science and medicine, supporting labs around the globe as they push boundaries in research and innovation.
• Innovation: You’ll be part of a team solving complex problems (seriously, no one else has figured out how to do this yet), using cutting-edge technology (we have robots).
• Growth: We invest in our people. Whether through hands-on experience, professional development, or collaborative projects, you’ll grow both professionally and personally.
• Community: Join a diverse, passionate team that values collaboration (golf on a Thursday, Soccer once a month, movie nights whenever we fancy it).

We are looking for a Customer Success Engineer whose mission is to lead the technical and scientific solutions 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 this role matters:

At Automata, we’re transforming how labs operate. As a Customer Success Engineer, you will be central to this mission, ensuring our customers harness the full potential of our automation solutions. You’ll work at the intersection of science, hardware, and software, helping customers implement game-changing technology and shape the future of their workflows. Be the bridge between our product, engineering teams, and the customer, ensuring long-term success and satisfaction.

In this role, you will:

• Assess, plan, and implement end-to-end solutions for customers by adapting scientific workflows into functional automation systems across hardware and software platforms.
• Drive customer success throughout the project lifecycle by developing technical specifications, executing test scripts, and providing training on the LINQ platform and custom solutions.
• Collaborate with product and engineering teams to translate customer needs into actionable product decisions, driving long-term success and growth.
• Support pre-sales and delivery teams by contributing to the scoping, design, and planning of solutions before sale, ensuring smooth project execution.
• Generate comprehensive documentation, including safety specifications, DFMEA, and risk assessments, for large-scale systems.

What it takes:

• 5+ years of combined experience in life sciences, either at the bench or in a customer-facing role.
• Expertise in solving lab automation challenges, with proficiency in Python.
• Proven ability to understand complex scientific and technical challenges and communicate solutions effectively across teams.
• Experience in dynamic, start-up environments.
• Located in the Greater Boston area (US HQ) with the flexibility to travel as needed.

Nice to haves:

• Hands-on experience with benchtop lab equipment like liquid handling systems or plate readers.
• Skills in designing automated solutions, including equipment specification and CAD drawing.
• Familiarity with enterprise software platforms and integrations with lab systems (ELN, LIMS, etc.).
• Experience with project management tools like Asana, Jira.
• Prior experience in start-up environments.

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 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.