Technical Support Administrator

Industrialinnovationfund; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading technology company seeks a Technical Support Administrator to manage customer support for their AI-powered systems. You will handle help requests, manage priorities, and ensure system health, supporting both internal and external clients in a dynamic team environment.

Qualifications

• Minimum 2 years’ experience in troubleshooting and customer service.
• Experience with enterprise ticketing systems and knowledge of Active Directory.
• Ability to create and modify SQL scripts.

Responsibilities

• Handle incoming help requests via email, chat, and CRM.
• Manage and prioritize site/network tickets within Jira.
• Provide on-call support to customers.

Skills

Troubleshooting

Customer Service

Organizational Skills

Multi-tasking

Detail-oriented

Communication

Education

Associate or Bachelor's degree

Tools

JIRA

Microsoft Office

SQL

Remote Desktop

VMWare

Job description

Who we are

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

What we need

Symbotic is seeking a Technical Support Administrator to oversee the proper operation of the Symbotic system at our customer sites. The successful candidate will handle end-user help requests by receiving, prioritizing, documenting, and resolving or escalating issues. They will also assist in problem resolution related to overall system operation.

What we do

The Technical Support Team is part of the Service Operations Organization, responsible for system setup at client sites. Our Deployment, Implementation, and Operations teams drive new systems from inception to full operational status.

What you’ll do

• Handle incoming help requests via email, chat, and CRM.
• Manage and prioritize site/network tickets within Jira, creating focal points for resolution.
• Prioritize and execute tasks effectively under pressure.
• Follow up post-resolution and update tickets accordingly.
• Monitor site infrastructure and system health continuously.
• Learn and support the organization's software and hardware.
• Provide on-call support to customers.
• Deliver exceptional customer service internally and externally.
• Work collaboratively within a team environment.
• Communicate professionally in writing and verbally.
• Build rapport and develop interpersonal skills.
• Be self-motivated and detail-oriented.
• Travel 5-15% as required.
• Perform other duties as assigned.

What you’ll need

• Associate degree or Bachelor’s degree preferred.
• Minimum 2 years’ experience in troubleshooting and customer service.
• Experience with enterprise ticketing systems like JIRA and knowledge of Active Directory.
• Proficiency in Microsoft Office.
• Ability to create and modify SQL scripts.
• Organizational skills to develop timelines from chat transcripts and calls.
• Strong multi-tasking and troubleshooting skills.
• Knowledge of Linux command line and environment variables.
• Experience supporting systems remotely via Remote Desktop, SSH, etc.
• Knowledge of VMWare or similar virtualization platforms.
• Understanding of TCP/IP networks and protocols.
• Familiarity with electrical schematics.
• Experience supporting hardware/software in office or field environments.

Our Environment

• Travel up to 15% may be required; valid driver’s license needed.
• Employees manage expenses with a company credit card for reimbursements.

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About Symbotic

Symbotic is an automation technology leader reimagining the supply chain with an AI-powered robotic and software platform. We enable companies to move goods faster, more accurately, and more efficiently, transforming the flow of goods and the economics of supply chains. For more information, visit www.symbotic.com.

We are a diverse community of innovators and collaborators committed to building an inclusive environment. We are proud to be an equal opportunity employer and do not discriminate based on race, ethnicity, religion, gender, sexual orientation, age, or other protected statuses.