Technical Support Engineer

Symbotic; Wilmington (MA); On-site; USD 70,000 - 98,000; Full time

Job summary

Symbotic is seeking a Technical Support Engineer to ensure successful operation of Symbotic systems at customer sites. You will troubleshoot production-impacting issues, assist with real-time escalations, and collaborate with Engineering and Field teams to drive resolutions.

The role requires a Bachelor's degree in Engineering or CS and at least 3 years of experience supporting complex technical systems in remote or production environments, with strong Linux, networking, and data-analysis skills.

Qualifications

• Bachelor's degree in Engineering, Computer Science, or a related field.
• Minimum of 3 years supporting complex technical systems in a remote or production environment.
• Experience troubleshooting Linux systems and using SSH/Remote Desktop.
• Strong TCP/IP networking knowledge.
• Experience with SQL or scripting for data analysis.
• Excellent communication during real-time issue resolution.

Responsibilities

• Troubleshoot production-impacting system issues across software, networking, and infrastructure.
• Assist with real-time escalations during high-impact events.
• Analyze logs and system data to identify root causes.
• Collaborate with Engineering and Field teams to resolve issues.
• Document troubleshooting steps and knowledge base content.

Skills

Linux command line

SSH/Remote Desktop

TCP/IP networking

SQL/scripting

Communication

Education

Bachelor's degree (Engineering/CS)

Tools

Wireshark

tcpdump

Job description

Who we areWith 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 needSymbotic is seeking a Technical Support Engineer to play a critical role in ensuring the successful operation of Symbotic systems at customer sites. This role supports system stand-up, stabilization, and ongoing operations, serving as a key technical partner to internal teams and customer stakeholders.The Technical Support Engineer is responsible for executing structured troubleshooting, supporting complex escalations, and contributing to system reliability during high-impact operational events. The ideal candidate thrives in a fast-paced, solutions-oriented environment and brings strong technical problem-solving skills paired with a customer-first mindset.What we doThe Technical Support Team is part of Symbotic’s Service Operations Organization and is responsible for the successful stand-up, performance, and continuous operation of Symbotic systems inside customer sites. Our team supports all production-impacting aspects of the system including controls, electrical, software, networking, and infrastructure and serves as the primary escalation point for real-time system issues. Working cross-functionally with Engineering, Implementation, and Customer Operations, Technical Support delivers timely troubleshooting, root cause analysis, and sustainable solutions to ensure system reliability and operational excellence. Through rapid response and strong technical ownership, we strengthen customer relationships and keep automated operations running at peak performance. What you’ll doTroubleshoot and resolve production-impacting system issues across software, networking, and infrastructure layersSupport real-time escalations during high-impact operational eventsConnect to and diagnose systems remotely using tools such as SSH, Remote Desktop, and browser-based interfacesAnalyze logs, system data, and performance trends to identify root causes and prevent recurring issuesPartner cross-functionally with Engineering and Field teams to drive issue resolutionDocument troubleshooting steps, resolutions, and knowledge base contentSupport continuous improvement by identifying patterns and recommending preventative solutionsWhat you’ll needBachelor's degree in Engineering, Computer Science, or a related technical field (or equivalent experience)Minimum of 3 years of experience supporting complex technical systems in a remote or production environmentStrong experience troubleshooting using Linux command line and system-level toolsExperience connecting to systems via SSH, Remote Desktop, or similar toolsAdvanced knowledge of TCP/IP networking fundamentals and troubleshootingStrong experience with SQL or scripting for data analysisStrong problem-solving skills with the ability to prioritize and multitask in high-pressure environmentsEffective communication skills, especially during real-time issue resolutionPreferred QualificationsExperience supporting automated systems, robotics, or warehouse environmentsFamiliarity with electrical schematics and hardware-level diagnosticsExperience with packet capture tools (Wireshark, tcpdump)Exposure to PLCs, VFDs, or industrial controlsOur EnvironmentAbility to travel up to 15% after the training period (Senior roles may require up to 15% ongoing travel).Must possess a valid driver’s license and be able to travel to customer sites via car or air.Employee must maintain a personal credit card and manage expenses for bi-weekly reimbursement.About SymboticSymbotic 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 $70,000.00 - $97,900.00 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.