Software Support 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.

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.

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.

• Serve as a primary escalation point for site operations, resolving system issues in alignment with severity and response SLAs.
• 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 to maintain high 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 impact to operations.
• 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.

• Minimum of 2 years of experience in technical support, NOC, systems engineering, or similar operational environments. Bachelor’s degree in engineering or related technical field.
• Participate in an on‑call rotation to provide timely support for escalations and critical issues outside of standard business hours, ensuring minimal disruption to operations.
• Strong technical problem‑solving and analytical skills.
• Proficiency in scripting languages such as Python, with experience in Linux/Unix environments.
• Familiarity with visualization tools like Tableau or Power
  
  BI.
• Experience with motion control, servo tuning, VFDs, and PLCs (Allen Bradley Control Logix preferred).
• Ability to manage multiple high‑priority tasks simultaneously and lead complex technical discussions across various teams.
• Master’s degree in computer science or related field.
• Adva…