Software Support Engineer

Exol; Wilmington (MA); On-site; USD 82,000 - 113,000; Full time

Job summary

Symbotic is seeking a Software Support Engineer for its Network Operations Center (NOC) to monitor, support, and optimize critical automation systems at customer sites. You will act as a bridge between on-site operations and engineering, troubleshooting incidents, and driving reliability across 19 global installations.

The role requires on-call rotations, strong Python scripting, and experience with Linux, dashboards, and PLCs.

Qualifications

• Minimum of 2 years of experience in technical support, NOC, or similar environments.
• Bachelor’s degree in engineering or related technical field.
• On-call rotation experience for critical issues outside standard hours.
• Strong problem-solving and analytical skills.
• Proficiency in Python scripting; Linux/Unix experience.
• Familiarity with Tableau or PowerBI for visualization.
• Experience with motion control, servo tuning, VFDs, and PLCs (Allen Bradley preferred).
• Master’s degree in CS or related field is a plus.
• Advanced scripting in C, C++, JavaScript.
• Experience with databases and data warehouses.
• Knowledge of monitoring dashboards and KBS systems.
• Excellent communication and teamwork.
• Ability to work in a fast-paced environment.

Responsibilities

• Serve as a primary escalation point for site operations, resolving issues per severity and SLAs.
• Lead incident response and escalation calls with clear communication and minimal disruption.
• Partner with software, hardware, and engineering teams to diagnose and resolve production issues.
• Document incidents, resolutions, and root cause analyses for continuous improvement.
• Monitor system performance and respond to alerts to maintain availability.
• Support 10x7 operations and participate in on-call rotations.
• Identify recurring issues and implement corrective actions for stability.
• Execute system and network updates with minimal impact to operations.
• Coordinate with cross-functional teams to validate changes and maintain integrity.
• Develop automation tools and workflows to scale operations.
• Leverage data to identify trends, root causes, and performance gaps.
• Develop dashboards and reporting for faster decision-making.
• Incorporate customer feedback to improve product and operations.
• Create and maintain runbooks and technical documentation.
• Mentor teammates and support onboarding and growth.

Skills

Python

Linux/Unix

Tableau

PowerBI

C

C++

JavaScript

Data Warehouses

Dashboards

Data analysis

Education

Bachelor's degree in engineering

Master's degree in computer science

Tools

Tableau

PowerBI

Allen Bradley ControlLogix

SQL Databases

PLC programming

Job description

Who we are

With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility.

What we need

As a Software Support Engineer, you will be a key member of the Network Operations Center (NOC) team, responsible for monitoring, supporting, and maintaining critical automation systems at customer sites. The NOC functions as a centralized hub that ensures systems run smoothly 24/7 by detecting issues, coordinating responses, and driving rapid resolution. In this role, you will act as a vital link between on-site operations and engineering teams, helping to troubleshoot problems, optimize system performance, and continuously improve reliability and uptime.

What we do

Our Tier 2 Network Operations Center (NOC) team serves as a critical link between on-site operations and engineering, ensuring the 24/7 reliability of automation systems and robotics across 19 global installations. Acting as a centralized hub, the team monitors system performance, detects issues, and leads incident response calls to drive rapid resolution and minimize disruptions. By leveraging remote diagnostic tools, they troubleshoot and optimize system performance in real time. In close partnership with Software, Hardware, and System Performance Engineering teams, the NOC translates customer feedback and technical data into continuous improvements that enhance Symbotic’s next-generation microsystems.

Whatyou’lldo

• Serve as a primary escalation point for site operations, resolving system issues in alignment with severity and responseSLAs.

• 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 tomaintainhigh 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 impacttooperations.

• 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.

Whatyou’llneed

• Minimum of2yearsof experience in technical support, NOC, systems engineering, or similar operational environmentsBachelor’s degree in engineeringor related technical field.

• Participate in an on-call rotation to providetimelysupport for escalations and critical issues outside of standard business hours, ensuring minimal disruption to operations.

• Strong technical problem-solving and analytical skills.

• Proficiencyin scripting languages such as Python, with experience in Linux/Unix environments.

• Familiarity with visualization tools like Tableau orPowerBI.

• Experience with motion control, servo tuning, VFDs, and PLCs (Allen Bradley ControlLogix preferred).

• Ability to manage multiple high-priority tasks simultaneously and lead complex technical discussions across various teams.

• Master’s degree in computer scienceor related field.

• Advanced scripting and programming skills (e.g., C, C++, JavaScript).

• Experience withsetting up databases and utilizingData Warehouses.

• Proficiencyin developing monitoring dashboards and using Knowledge-based systems (KBS).

• Excellent written and oral communication skills, with a proventrack recordof resolving complex issues efficiently.

• Strong organizational and planning skills, with a commitment to continuous learning and improvement.

• Abilityto work effectively in a fast-paced, dynamic environment.

• Prior experience in a NOC or similar operational support role isadvantageous.

• Willingness to adapt tonew technologiesand methodologies as required by the role.

Our Environment

• Up to 10%of travel may berequired. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.

• The employeeis responsible forowning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.

#LI-TS1

#LI-Hybrid

About Symbotic

Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. Symbotic reinvents the warehouse as a strategic asset for the world’s largest retail, wholesale, and food & beverage companies. Applying next-gen technology, high-density storage and machine learning to solve today’s complex distribution challenges, Symbotic enables companies to move goods with unmatched speed, agility, accuracy and efficiency. As the backbone of commerce the Symbotic platform transforms the flow of goods and the economics of supply chain for its customers. For more information, visit www.symbotic.com.

We are a community of innovators, collaborators and pioneers who embrace our differences, because we know unique perspectives make us stronger and smarter. Every perspective matters. We depend on the collective voices of our employees, customers and community to help guide us as we build a better place to work – for you and the world. That’s why we’re proud to be an equal opportunity employer.

We do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.

The base range for this position in the posted location is $82,000.00 - $113,300.00 however, base pay offered may vary depending on job-related knowledge, skills, and experience. The compensation package includes medical, dental, vision, disability, 401K, PTO and/or other benefits.