What we need

Symbotic is looking for a Senior Software Support Engineer to join our Tier 3 support team within our Core Systems Software Engineering organization. As a Senior Software Support Engineer, you will be responsible for deploying and supporting software change requests, automating software deployment processes, driving resolution of critical incidents, and collaborating with other Symbotic teams to ensure our customers have support to run 24x7.

What we do

The Tier 3 support team is part of the Core Systems Software Engineering organization and is responsible for software/systems deployments, prompt critical issues resolution, and scaling to many customers and sites. We are solving some of the toughest operational challenges in some of the most sensitive and mission critical automated warehouse solutions.

What youll do

• Deploy and support software change requests using tested scripts, installers, or deployment tools.

• Contribute to automating the deployment processes to enable Tier 3 to quickly scale to more customers and sites.

• Drive efficient resolution of critical incidents with the goal of reducing MTTR (Mean Time to Recover).

• Contribute ideas and best practices to minimize the number of critical incidents with deployed software stacks.

• Document system-level functionality from a support perspective. Author and disseminate SOPs (Standard Operating Procedures).

• Effectively interact with Symbotic senior management and technical leadership. Provide frequent updates to CTO/SVPs/VPs/Directors.

• Directing the work of more junior engineers and mentoring them.

• Up to 10% travel may be required.

• Occasionally working outside normal hours for deployments and being in an on-call rotation.

What youll need

• Bachelors degree in computer science or a related field is required, a masters degree is preferred.

• Minimum of 8 years of software engineering experience including system administration, deployments, troubleshooting, and customer support.

• Linux command line via SSH experience is required.

• Required knowledge of one or more cloud-native software technologies including Kubernetes, Ansible, RabbitMQ, Kafka, Prometheus, Grafana, Docker, Microsoft Azure, Gitlab, and VMware.

• Working knowledge of Windows O/S configuration and administration is preferred.

• MS SQL Server and MySQL experience is preferred.

• Scripting experience, such as Python/Bash/PowerShell is required.

• Excellent communication, active listening, and interpersonal skills will be critical for success in this role.

• Ability to manage high pressure situations and build trust with customers and stakeholders.

• Ability to prioritize multiple simultaneous issues and tasks.

• Outstanding time management skills and attention to details.

Our Environment

• Up to 10% of travel may be required. Employees must have a valid drivers 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.

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