Technical Control Engineer

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.

The Technical Control Engineer ensures the smooth operation and reliability of Symbotic’s automated systems at client sites. The role balances reactive support with proactive monitoring, incident ownership, and continuous improvement. The ideal candidate will troubleshoot and resolve complex technical issues, act as a technical lead during high-priority incidents, and contribute to scalable processes and knowledge‑management initiatives. This position partners closely with Engineering, R&D, Implementation, and Customer Operations to transition new sites from “Hypercare” to steady-state support, ensuring operational excellence and long-term system reliability.

• Weekday Night:
  Monday–Thursday, 8:00 p.m. – 6:00 a.m. EST
• Weekend Day:
  Friday–Monday, 6:00 a.m. – 4:00 p.m. EST
• Weekend Mid:
  Friday–Monday, 12:00 p.m. – 10:00 p.m. EST
• Weekend Night:
  Friday–Monday, 8:00 p.m. – 6:00 a.m. EST

The 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.

• 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.
• Investigate and resolve issues related to automation and robotic systems, PLCs, motors, VFDs, motion control systems, 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 Mean Time to Resolution (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, enabling “shift‑left” resolution and 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.

• Bachelor’s degree in electrical engineering, Controls Engineering, Automation Engineering, or a related…