Senior / Technical Support Engineer

What We Need

Symbotic is seeking a Senior/Technical Support Engineer to play a hands-on role in ensuring the proper operation of Symbotic systems at our clients’ sites. This role supports system stand-up, stabilization, and ongoing operations, serving as a key technical partner to both internal teams and customer stakeholders.

Depending on level, this role ranges from executing structured technical support tasks to leading complex escalations and influencing customer leadership during high-impact operational events. The ideal candidate thrives in a fast-paced, solutions-oriented environment and brings strong technical troubleshooting skills paired with a customer-first mindset.

We are looking for Technical Support Engineers who are available to work the following shifts:

• Weekday Night: Monday–Thursday, 8:00 p.m. – 6:00 a.m. EST

• Weekend Day: Friday–Monday, 6:00 a.m. – 4:00 p.m. EST

• Weekend Mid: Friday–Monday, 12:00 p.m. – 10:00 p.m. EST

• Weekend Night: Friday–Monday, 8:00 p.m. – 6:00 a.m. EST

What We Do

The Technical Support Team is part of the Technical Customer Support Organization, responsible for ensuring the reliability, performance, and continuous operation of Symbotic systems within customer environments. The team supports all production-impacting aspects of the system, including controls, electrical, software, networking, and infrastructure. Working cross-functionally, Technical Support strengthens customer relationships by delivering timely responses, actionable feedback, and sustainable solutions to operational challenges.

What You’ll Do

Core Responsibilities

• Receive, prioritize, document, and resolve end-user support requests via phone, email, Microsoft Teams/Skype, and online CRM cases.

• Apply diagnostic utilities, system tools, and structured troubleshooting methodologies to identify root cause and resolve issues.

• Identify, learn, and support the software and hardware platforms used across Symbotic systems.

• Perform hands-on fixes at the desktop and system level, including software installation and upgrades, system configuration, backups, and application support.

• Test and validate fixes to ensure issues are fully resolved.

• Conduct post-resolution follow-ups to ensure customer satisfaction.

• Develop and maintain help sheets and knowledge base documentation to reduce repeat issues.

• Perform ongoing system maintenance such as OS and application patching, executing maintenance scripts, and monitoring site IT infrastructure.

• Participate in on-call support rotations as required.

• Partner cross-functionally with engineering, product, and operations teams to deliver integrated system support.

Advanced-Level Responsibilities

• Serve as the escalation lead for complex, cross-functional incidents impacting customer operations.

• Lead customer interactions during escalations with site leaders, divisional maintenance managers, and senior customer stakeholders.

• Communicate clearly and credibly to align troubleshooting plans and build shared understanding of downtime drivers, blockers, site engagement gaps, and hardware-level diagnostics.

• Influence customer leadership decision-making during high-impact operational events through data-driven technical guidance.

• Analyze incident data and operational metrics to identify trends and proactively prevent future issues.

• Establish feedback loops with Product and Engineering teams to prioritize bug fixes and system improvements.

• Act as a technical mentor to junior engineers and contribute to team capability building.

What You’ll Need

• Bachelor’s degree in Controls Engineering, Computer Science, Information Technology, or a directly related technical field.

• Minimum 3 years of experience supporting systems remotely using tools such as Remote Desktop, SSH, and browser-based interfaces.

• Experience with Windows and Linux operating systems.

• Foundational knowledge of TCP/IP networks and troubleshooting.

• Strong customer service orientation and documentation skills.

• Advanced experience with VMware or other server/desktop virtualization platforms (vCenter preferred).

• Experience supporting server and storage hardware and Active Directory.

• Advanced Linux command-line proficiency and scripting familiarity.

• Strong troubleshooting experience with TCP/IP networks, protocols, and diagnostic tools.

• Proven ability to remain calm, analytical, and effective under pressure.

Preferred / Plus Qualifications

• Controls design experience including GUI/HMI development.

• Experience with motion control, servo tuning, VFDs, and PLCs (Allen Bradley ControlLogix preferred).

• Familiarity with electrical schematics and hardware-level diagnostics.

• Experience with SQL and the ability to create or modify scripts.

• Experience with packet sniffers, network probes, and command-line debugging tools.

• Knowledge of scripting languages and data log analysis.

Our Environment

• Ability to travel up to15% after the training period (Senior roles may require up to 15% ongoing travel).

• Must possess a valid driver’s license and be able to travel to customer sites via car or air.

• Employee must maintain a personal credit card and manage expenses for bi-weekly reimbursement.