System Support Engineer

Summary

Symbotic is an automation technology leader reimagining the supply chain with its AI-powered robotic and software platform. As a Software Support Engineer, you will monitor and maintain critical automation systems, ensuring reliability and performance while acting as a liaison between operations and engineering teams.

Responsibilities

• Serve as a primary escalation point for site operations, resolving system issues in alignment with severity and response SLAs
• Lead incident response and escalation calls, ensuring timely mitigation, clear communication, and minimal operational disruption
• Partner with Software, Hardware, and System Performance Engineering teams to diagnose and resolve production issues
• Document incidents, resolutions, and root cause analyses (RCA) to drive continuous improvement
• Monitor system performance and respond to alerts to maintain high system availability and reliability
• Support a 10x7 operational model, including participation in an on-call rotation
• Identify recurring issues and implement corrective actions to improve system stability and reduce repeat incidents
• Execute system and network updates, ensuring successful deployment and minimal impact to operations
• Coordinate with cross-functional teams to validate changes and maintain system integrity
• Identify opportunities to streamline triage, incident response, and deployment processes
• Develop and implement automation tools, scripts, and workflows to improve efficiency and scalability
• Leverage data to identify trends, root causes, and systemic performance gaps
• Analyze system and incident data to support troubleshooting and performance optimization
• Develop dashboards and reporting to enable faster decision-making and improve visibility into system health
• Incorporate customer feedback (“voice of the customer”) to inform product and operational improvements
• Create and maintain technical documentation, runbooks, and training materials
• Support onboarding and development of team members through knowledge sharing and mentorship

Skills

• Minimum of 2 years of experience in technical support, NOC, systems engineering, or similar operational environments
• Bachelor's degree in engineering or related technical field
• Participate in an on-call rotation to provide timely support for escalations and critical issues outside of standard business hours, ensuring minimal disruption to operations
• Strong technical problem-solving and analytical skills
• Proficiency in scripting languages such as Python, with experience in Linux/Unix environments
• Familiarity with visualization tools like Tableau or PowerBI
• Ability to manage multiple high-priority tasks simultaneously and lead complex technical discussions across various teams
• Excellent written and oral communication skills, with a proven track record of resolving complex issues efficiently
• Strong organizational and planning skills, with a commitment to continuous learning and improvement
• Ability to work effectively in a fast-paced, dynamic environment
• Willingness to adapt to new technologies and methodologies as required by the role
• Master's degree in computer science or related field
• Advanced scripting and programming skills (e.g., C, C++, JavaScript)
• Experience with setting up databases and utilizing Data Warehouses
• Proficiency in developing monitoring dashboards and using Knowledge-based systems (KBS)
• Prior experience in a NOC or similar operational support role is advantageous

Qualifications

Must Haves

• Minimum of 2 years of experience in technical support, NOC, systems engineering, or similar operational environments
• Bachelor's degree in engineering or related technical field
• Participate in an on-call rotation to provide timely support for escalations and critical issues outside of standard business hours, ensuring minimal disruption to operations
• Strong technical problem-solving and analytical skills
• Proficiency in scripting languages such as Python, with experience in Linux/Unix environments
• Familiarity with visualization tools like Tableau or PowerBI
• Ability to manage multiple high-priority tasks simultaneously and lead complex technical discussions across various teams
• Excellent written and oral communication skills, with a proven track record of resolving complex issues efficiently
• Strong organizational and planning skills, with a commitment to continuous learning and improvement
• Ability to work effectively in a fast-paced, dynamic environment
• Willingness to adapt to new technologies and methodologies as required by the role

Nice to Haves

• Master's degree in computer science or related field
• Advanced scripting and programming skills (e.g., C, C++, JavaScript)
• Experience with setting up databases and utilizing Data Warehouses
• Proficiency in developing monitoring dashboards and using Knowledge-based systems (KBS)
• Prior experience in a NOC or similar operational support role is advantageous

Benefits

• Medical
• Dental
• Vision
• Disability
• 401K
• PTO