Technical Support Engineer

What we need

Symbotic is seeking a Technical Support Engineer to play a hands-on role in ensuring the successful operation of Symbotic systems at client sites. This role supports system stand-up, stabilization, and ongoing operations, serving as a key technical partner to both internal teams and customer stakeholders. The Technical Support Engineer is responsible for executing structured technical troubleshooting and supporting complex escalations during high-impact operational events. The ideal candidate thrives in a fast-paced, solutions-oriented environment and brings strong technical problem-solving skills paired with a customer-first mindset.

Shift Schedules (24/7 Support)

• 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 Symbotic’s Service Operations Organization and is responsible for the successful stand-up, performance, and continuous operation of Symbotic systems inside customer sites. Our team supports all production-impacting aspects of the system including controls, electrical, software, networking, and infrastructure and serves as the primary escalation point for real-time system issues. Working cross-functionally with Engineering, Implementation, and Customer Operations, Technical Support delivers timely troubleshooting, root cause analysis, and sustainable solutions to ensure system reliability and operational excellence. Through rapid response and strong technical ownership, we strengthen customer relationships and keep automated operations running at peak performance.

What you’ll do

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

• Manage incoming help requests from end users through a variety of avenues such as: telephone, email, Microsoft Teams as well as Cases via Online CRM.

• Be a lead in the diagnostic of utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

• Identify appropriate software and hardware used and supported by the organization.

• Perform and lead hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

• Test fixes to ensure problem has been adequately resolved.

• Lead post-resolution follow-ups to help requests.

• Develop help sheets and knowledge base articles for end users.

• Perform ongoing activities such as backups, OS and application patching, executing various maintenance scripts, and monitoring the site IT infrastructure.

• Willing to provide on-call support coverage for customers.

What you’ll need

• Bachelor’s degree in Controls Engineering or a directly related field.

• Minimum of 3 year experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc.

• Experience with VMWare or other server/desktop virtualization platforms and management.

• Ability to troubleshoot VMs at an advanced level using VCenter and other tools.

• Strong ability to multi-task and prioritize action; and effective troubleshooting problem solving skills.

• Experience with Server and Storage Array hardware.

• Mastery of Active Directory.

• Advanced Knowledge of command line and environment variables. (Linux++).

• Experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc.

• Advanced Knowledge of VMWare or other server/desktop virtualization platforms and management.

• Advanced Knowledge of troubleshooting TCP/IP based networks, protocols and familiarity with electrical schematics.

Beneficial 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.