Technical Control Engineer

The Technical Control Engineer ensures the smooth operation and reliability of Symbotic’s automated systems at client sites. This role balances reactive support with proactive monitoring, incident ownership, and continuous improvement. The ideal candidate will troubleshoot and resolve complex technical issues, act as a technical lead during high priority incidents, and contribute to scalable processes and knowledge management initiatives. This position partners closely with Engineering, R&D, Implementation, and Customer Operations to transition new sites from “Hypercare” to steady-state support, ensuring operational excellence and long-term system reliability.

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 Control Engineer is part of the Service Operations Organization organization that partners with cross functional teams to troubleshoot, prioritize, document and actively resolve or escalate end user help requests & site system issues. They are a key partner in resolving site alarms and escalating issues impacting our robotics systems to other SME within Symbotic.

What you’ll do

• Manage and resolve complex technical support requests from end users via ticketing systems, phone, email, and chat.

• Provide advanced remote support for electro-mechanical, software, networking, and controls-related issues using remote access tools.

• Troubleshoot and resolve issues related to:

• Automation and robotic systems

• PLCs, motors, VFDs, and motion control systems

• Software applications, networking, and scripting

• Serve as a technical escalation point and act as the focal lead during major incidents.

• Coordinate cross-functional resources (Software, Controls, Hardware, R&D, Customer Operations) to restore service efficiently.

• Prioritize incoming issues based on customer impact, system criticality, and contractual SLAs.

• Provide clear, timely updates to internal and external stakeholders during incidents.

• Respond to equipment downtime events and coordinate with external vendors or resources as needed.

• Proactively monitor system performance metrics, logs, and trends to identify potential failures before they impact operations.

• Drive Root Cause Analysis (RCA) for critical and recurring incidents to reduce Mean Time to Resolution (MTTR) and prevent recurrence.

• Identify systemic issues and recurring failure patterns, translating insights into preventative actions and process improvements.

• Participate in post-incident reviews and lead follow-up actions to ensure sustained resolution

• Act as a technical owner during critical events, ensuring accountability from incident intake through full resolution.

• Collaborate with R&D, Implementation, and Customer Operations to transition new sites from “Hypercare” to steady-state support.

• Leverage metrics from high-impact downtime events to create and improve knowledge base content with measurable value to issue resolution and recurrence prevention..

• Contribute to a scalable KB to enable “shift-left” resolution, improving self-sufficiency for customers and on-site Tier 1 teams.

• Support ongoing system maintenance activities, including data backups, trend analysis, and I/O checks.

• Interpret electrical schematics, OEM manuals, and system documentation to diagnose integrated system issues.

• Stay current on supported software, hardware, tools, and platform updates relevant to Symbotic systems.

What you’ll need

• Bachelor's degree in electrical engineering, Controls Engineering, Automation Engineering or related technical field preferred; equivalent hands-on experience in industrial automation, robotics, or controls may be considered.

• Minimum 2 years of experience in technical support, controls, or engineering role supporting complex systems.

• Prior field or industry experience in automation, robotics, warehouse, or supply chain environments preferred.

• Demonstrated experience providing remote system support (Remote Desktop, SSH).

• Strong understanding of TCP/IP networking, protocols, and troubleshooting; familiarity with packet sniffers, network probes, and command-line diagnostic tools.

• Proficiency with Linux shell environments and scripting; working knowledge of SQL scripting and application support.

• Familiarity with ISC DHCP, BIND, and server configuration.

• Experience with motion control systems (servos, VFDs), Allen Bradley ControlLogix, and programming languages such as Ladder Logic, C, and scripting languages.

• Experience with server management, Active Directory, and Windows/Linux patching.

• Strong troubleshooting, documentation, collaboration, and communication skills.

• Ability to prioritize and perform effectively in high-pressure, customer-facing environments.

Our Environment

• Up to 15% of travel may be required. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.

• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed bi-weekly.