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About the Role

Thermo Fisher Scientific is seeking a Technical Support Specialist to provide expert-level support for advanced laboratory automation and robotic platforms. This role provides advanced tier 3 technical support for customer systems through structured troubleshooting, remote diagnostics, and on-site investigations. You will work closely with Field Service Engineers, product specialists, and engineering teams to resolve hardware, software, and system integration issues.

Responsibilities

Provide Tier 3 / escalation-level technical support for complex laboratory automation and robotic systems.
Operate independently in customer-facing and technical decision-making scenarios while coordinating remotely with global engineering and support teams.
Lead system-level root-cause investigations spanning robotics, electromechanical hardware, control software, firmware, and networking.
Support high-impact customer escalations requiring advanced diagnostics and on-site technical leadership.
Act as a technical liaison between Field Service, R&D, and Product Engineering.
Drive the development of technical documentation, service standards, and troubleshooting methodologies.
Design and deliver advanced technical training for internal teams and external partner service organizations.
Mentor junior technical support and field service engineers.
Contribute to product improvement initiatives through structured feedback, failure analysis, and design input.
Ensure compliance with quality systems, validation requirements, and regulatory standards.

Requirements

Must be legally authorized to work in the United States without sponsorship.
Must be able to pass a comprehensive background check, which includes a drug screening.

Skills

Deep expertise in robotic systems, motion control, sensors, and system integration.
Strong experience troubleshooting software-controlled automation systems, including logs, diagnostics, and system performance analysis.
Proven ability to lead technical escalations and operate independently in customer environments.
Demonstrated experience authoring high-quality technical documentation and delivering formal technical training.
Experience supporting partner service organizations or global service models

Location

Remote
Northeast United States

Work Type

Remote
Full-time

Experience Level

7–10+ years of experience supporting laboratory automation, robotics, or complex electromechanical platforms.
Proven ability to operate autonomously as a technical authority while collaborating effectively with globally distributed engineering and support teams.

Education Level

Bachelor’s Degree

Salary/Compensations

$36.42–$54.63 per hour
Eligible to receive a variable annual bonus based on company, team, and/or individual performance results

Benefits

A choice of national medical and dental plans, and a national vision plan, including health incentive programs
Employee assistance and family support programs, including commuter benefits and tuition reimbursement
At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

About the Company

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale.
Join our colleagues in bringing our Mission to life every day—enabling our customers to make the world healthier, cleaner, and safer.
We provide our global teams with the resources needed to achieve individual career goals while helping take science a step beyond by developing solutions to some of the world’s toughest challenges, from protecting the environment and ensuring food safety to helping find cures for cancer.