Remote Technical Control Engineer: Incident Leader

Symbotic; United States; On-site; USD 71,000 - 97,900; Full time

Benefits offered by this job

Medical benefits

401(k)

PTO and paid time off

Job summary

Symbotic is seeking a Technical Control Engineer to ensure reliable operation of automated systems at client sites across the United States. The role balances reactive support with proactive monitoring, incident ownership, and continuous improvement, acting as the technical lead during high-priority incidents.

You will collaborate with Engineering, Implementation, and Customer Operations to transition new sites from Hypercare to steady-state support, driving scalable processes and knowledge

Qualifications

• Bachelor’s degree or equivalent hands-on experience in automation, controls, or industrial automation.
• Minimum 2 years in technical support or engineering roles for complex systems.
• Experience in automation, robotics, warehouse, or supply chain environments.
• Proficiency with Linux, scripting, SQL, and remote access tools.
• Strong TCP/IP networking knowledge and troubleshooting.
• Experience with incident management, RCA, and post-incident reviews.

Responsibilities

• 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.
• Troubleshoot and resolve issues related to 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 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.

Skills

Remote system support

TCP/IP networking

Linux shell

Scripting

SQL scripting

Documentation

Communication

Incident handling

Education

Bachelor’s degree in electrical/controls/automation engineering or related field

Tools

Allen Bradley ControlLogix

Ladder Logic

Motion control (servos, VFDs)

Remote Desktop

SSH

Server configuration

Active Directory

Windows/Linux patching

Job description

Symbotic is seeking a Technical Control Engineer to ensure reliable operation of automated systems at client sites across the United States. The role balances reactive support with proactive monitoring, incident ownership, and continuous improvement, acting as the technical lead during high-priority incidents.

You will collaborate with Engineering, Implementation, and Customer Operations to transition new sites from Hypercare to steady-state support, driving scalable processes and knowledge