Technical Support Engineer (Laboratory Automation)

Location: On-site five days per week at the Melbourn site, Cambridge, England, United Kingdom. No overnight travel.

Company

hirify.global develops liquid handling, sample preparation, and sample management products for scientific research and laboratory applications.

What you will do

• Provide first- and second-line technical support by telephone, email, remote session, and video conferencing.
• Diagnose hardware, software, and application issues across liquid handling and sample management instruments.
• Interpret logs, error reports, and diagnostic data to identify root causes and resolve customer issues remotely where possible.
• Support Field Service Engineers before, during, and after customer visits while maintaining ownership of escalated issues.
• Collaborate with Engineering, R&D, and Product Management on product faults, validation, testing, and improvements.
• Create troubleshooting guides and knowledge base content, share technical knowledge, and contribute to training and continuous improvement.

Requirements

• Experience in technical support within laboratory automation, scientific instrumentation, medical devices, or a similar technical environment.
• Engineering HNC/HND in Electrical, Mechanical, or Electronic Engineering, or a Science degree with relevant automation instrument experience.
• Strong analytical and fault-finding skills across hardware and software products, including interpretation of log files, error codes, and diagnostic output.
• Working knowledge of Windows operating systems, basic networking, remote access tools, CRM or service management systems, and Microsoft Office.
• Excellent verbal and written communication skills, with the ability to explain complex technical information to technical and non-technical audiences.
• Ability to prioritise multiple live issues in a fast-paced environment and maintain accurate documentation.

Nice to have

• Experience with liquid handling, robotics, or automated sample management systems.
• A second European language.
• Familiarity with instrument control software, scripting, or databases.

Culture & Benefits

• Collaborative work with Service, Applications, Sales, Engineering, R&D, and Product Management functions.
• Opportunities to develop toward senior technical support, applications, field service, or product roles.
• Private medical insurance.
• Generous pension plan and annual discretionary bonus.
• Inclusive and diverse working environment.