Technical Support Engineer

Symbotic; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Technical Support Engineer to enhance client relationships through exceptional support. This role involves troubleshooting system issues, documenting resolutions, and ensuring smooth operations at client sites. The ideal candidate will possess a strong customer service orientation and technical expertise in software and hardware support. Join a team that values collaboration and innovation, and be part of a transformative journey in the automation technology sector. If you're ready to make a significant impact in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Bachelor's degree in Controls Engineering or related field required.
• Experience with troubleshooting and supporting systems remotely.

Responsibilities

• Evaluate resolutions and analyze trends to prevent future problems.
• Field incoming help requests and perform hands-on fixes at the desktop level.

Skills

Customer Service Orientation

Troubleshooting

Analytical Skills

Problem-Solving Methodologies

Documentation Skills

Prioritization

Education

Bachelor's Degree in Controls Engineering

Tools

VMWare

SQL

Remote Desktop

TCP/IP

Linux

Windows OS

Packet Sniffers

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

Symbotic is seeking a Technical Support Engineer who will play a hands-on role in the proper operations of the Symbotic system at our clients’ sites. The qualified candidate will be responsible for receiving, prioritizing, documenting and actively resolving end-user help requests. The candidate will also assist in problem resolution that is involved with the operations.

We are currently looking for Technical Support Engineers that are available to work the following shifts (EST):

Weekday Night Monday - Thursday 8pm - 6am EST
Weekend Day Friday - Monday 6am - 4pm EST
Weekend Mid Friday - Monday 12pm - 10 pm EST

What we do

The Technical Support Team is part of the Technical Customer Support Organization. The team is responsible for our system stand-up and continued operation inside our clients’ sites. The teams work together to enhance the client relationship by providing timely feedback and response to issues/concerns and finding solutions. Technical Support Teams encompass all aspects of our system from controls and electrical, to software and networking; if it’s production-impacting, Technical Support will be responsible for solving the scenarios at hand.

What you’ll do

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Field incoming help requests from end users through a variety of avenues such as telephone, email, Skype as well as Cases via Online CRM.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform ongoing activities such as backups, OS and application patching, executing various maintenance scripts, and monitoring the site IT infrastructure.
• Willing to provide on-call support coverage for customers.
• Other duties as assigned.

What you’ll need

• Bachelor’s degree in Controls Engineering or a directly related field.
• Exceptional customer service orientation for both internal and external customers.
• Experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc.
• Experience with VMWare or other server/desktop virtualization platforms and management.
• Experience with Server and Storage Array hardware and Active Directory.
• Experience with TCP/IP based networks, protocols and troubleshooting.
• Experience with tools such as packet sniffers, network probes, command line debug.
• Experience with Windows OS and Linux patching.
• Good command of Linux shell and scripting.
• Extensive application support experience – either in office, in field or both.
• Experience using SQL with the ability to create and/or modify SQL scripts.
• Can demonstrate effective and disciplined troubleshooting problem-solving methodologies.
• Strong documentation skills.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Plus

• Previous controls design experience creating GUIs and HMIs using appropriate software packages.
• Experience with ISC DHCP, BIND and server BIND configuration.
• Motion control including tuning, programming and debugging of servos and VFDs.
• Allen Bradley ControlLogix Processors.
• Additional programming languages or PLC environments, such as Ladder Logic, Structured text, Function block, SFC, C.
• Scripting languages and data log analysis.

Our Environment

• Ability to travel in North America up to 60% initially, travel requirement will be reduced to 10% to 20% after initial training period.
• Employee must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
• The employee is responsible to own a credit card and manage expenses personally to be reimbursed on a bi-weekly basis.

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.