Software Support Engineer

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 needAs a Software Support Engineer, you will be a key member of the Network Operations Center (NOC) team, responsible for monitoring, supporting, andmaintainingcritical 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 linkbetween on-site operations and engineering teams, helping to troubleshoot problems,optimizesystem performance, and continuously improve reliability and uptime.What we doOur 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. Byleveragingremote diagnostic tools, they troubleshoot andoptimizesystem 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 enhanceSymbotic'snext-generation microsystems.Whatyou'lldoServe as a primary escalation point for site operations, resolving system issues in alignment with severity andresponseSLAsLead incident response and escalation calls, ensuringtimelymitigation, clear communication, and minimal operational disruptionPartner with Software, Hardware, and System Performance Engineering teams to diagnose and resolve production issuesDocument incidents, resolutions, and root cause analyses (RCA) to drive continuous improvementMonitor system performance and respond to alerts tomaintainhigh system availability and reliabilitySupport a 10x7 operational model, including participation in an on-call rotationIdentifyrecurring issues and implement corrective actions to improve system stability and reduce repeat incidentsExecute system and network updates, ensuring successful deployment and minimal impacttooperationsCoordinate with cross-functional teams tovalidatechanges andmaintainsystem integrityIdentifyopportunities to streamline triage, incident response, and deployment processesDevelop and implement automation tools, scripts, and workflows to improve efficiency and scalabilityLeverage data toidentifytrends, root causes, and systemic performance gapsAnalyze system and incident data to support troubleshooting and performance optimizationDevelop dashboards and reporting to enable faster decision-making and improve visibility into system healthIncorporate customer feedback ("voice of the customer") to inform product and operational improvementsCreate andmaintaintechnical documentation, runbooks, and training materialsSupport onboarding and development of team members through knowledge sharing and mentorshipWhatyou'llneedMinimum of2yearsof experience in technical support, NOC, systems engineering, or similar operational environmentsBachelor's degree in engineeringor related technical fieldParticipate in an on-call rotation to providetimelysupport for escalations and critical issues outside of standard business hours, ensuring minimal disruption to operationsStrong technical problem-solving and analytical skillsProficiencyin scripting languages such as Python, with experience in Linux/Unix environmentsFamiliarity with visualization tools like Tableau orPowerBIExperience with motion control, servo tuning, VFDs, and PLCs (Allen Bradley ControlLogix preferred)Ability to manage multiple high-priority tasks simultaneously and lead complex technical discussions across various teamsMaster's degree in computer scienceor related field.Advanced scripting and programming skills (e.g., C, C++, JavaScript).Experience withsetting up databases andutilizingData Warehouses.Proficiencyin developing monitoring dashboards and using Knowledge-based systems (KBS).Excellent written and oral communication skills, with a proventrack recordof resolving complex issues efficiently.Strong organizational and planning skills, with a commitment to continuous learning and improvement.Abilityto work effectively in a fast-paced, dynamic environment.Prior experience in a NOC or similar operational support role isadvantageousWillingness to adapt tonew technologiesand methodologies as required by the role.Our EnvironmentUp to 10%of travel may berequired. Employees must have a valid driver's license and the ability to drive and/or fly to client and other customer locations.The employeeis responsible forowning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.LI-TS1LI-HybridAbout 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 $82,000.00 - $113,300.00 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.