Software Support Engineer at Symbotic
Overview
Design and maintain robust automation systems within Symbotic's AI-powered robotic platform. This role supports a Tier 2 Network Operations Center (NOC) team delivering 24/7 reliability across 19 global installations. You will act as a technical escalation point, collaborating with engineering teams to resolve production-impacting issues while optimizing system performance and uptime.
What You'll Do12
- 1Serve as technical escalation point for live site operations, resolving system issues aligned with severity levels and SLAs
- 2Support incident response activities including triage escalation coordination and communication with internal stakeholders
- 3Partner with Software Hardware and Systems teams to diagnose and resolve production-impacting issues
- 4Monitor system performance respond to alerts and maintain high availability through proactive troubleshooting and validation
- 5Document incidents resolutions root causes and corrective actions to enable continuous improvement
- 6Identify recurring issues and collaborate with engineering to reduce repeat incidents and improve system stability
- 7Support system software and network updates with validation to ensure minimal operational impact
- 8Analyze system and incident data to uncover trends and enhance visibility into performance
- 9Develop and maintain dashboards reports runbooks technical documentation and training materials
- 10Create scripts tools or process improvements to streamline triage incident response reporting and support workflows
- 11Share knowledge with team members and support onboarding through documentation training and peer collaboration
- 12Participate in a 10x7 operational support model with on-call rotation for escalations and critical issues
Requirements11
- 15+ years building ETL pipelines with Spark and Airflow
- 22+ years experience in technical support NOC operations systems engineering site reliability or similar operational support
- 3Strong technical troubleshooting problem-solving and analytical skills for fast-paced environment
- 4Experience supporting production systems including incident response escalation management root cause analysis and documentation
- 5Hands-on experience with automation controls PLCs VFDs motion control servo tuning Allen-Bradley ControlLogix preferred
- 6Proficiency with Linux/Unix environments and scripting languages such as Python
- 7Familiarity with dashboards reporting tools or monitoring platforms Tableau Power BI preferred
- 8Exposure to databases data warehouses or knowledge-based systems
- 9Ability to communicate technical issues clearly across Software Hardware Systems Operations and Engineering teams
- 10Willingness to participate in a 10x7 operational support model including on-call rotation
- 11Hybrid schedule two days per week on-site at Wilmington headquarters and two days remote
Salary Insight
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Location
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