4 months ago
Wilmington, MA, USAMid Level
Base Salary
$82k - $113k/yr
Responsibilities
- Provide Tier 2 technical escalation support for live-site operations and troubleshoot issues according to severity levels and response SLAs.
- Support incident response through triage, escalation coordination, mitigation, stakeholder communication, root-cause analysis, and corrective-action documentation.
- Monitor system performance, respond to alerts, and help maintain availability, reliability, and uptime of automation systems and robotics.
- Partner with Software, Hardware, Systems, Controls, and Operations teams to diagnose and resolve production-impacting issues.
- Identify recurring issues, analyze incident and system data, and drive improvements that reduce repeat incidents and improve system stability.
- Support validation of system, software, and network updates to minimize operational impact.
- Develop and maintain dashboards, reports, runbooks, technical documentation, training materials, scripts, and workflow-improvement tools.
- Incorporate customer and site feedback into product, process, and operational improvements and support team onboarding and knowledge sharing.
- Participate in the Wednesday-through-Saturday 10x7 operational support model and on-call rotation.
Requirements
- Bachelor's degree in Engineering, Electrical Engineering, Computer Science, or a related technical field, or equivalent experience.
- At least 2 years of experience in technical support, NOC operations, systems engineering, site reliability, or a similar operational support environment.
- Experience supporting production systems, including incident response, escalation management, root-cause analysis, and operational documentation.
- Familiarity with automation, controls, or material-handling systems, including PLCs, VFDs, motion control, or servo tuning; Allen-Bradley ControlLogix experience is preferred.
- Hands-on electrical and mechanical troubleshooting experience, ideally in robotics or automation.
- Proficiency with Linux/Unix environments and scripting languages such as Python.
- Experience using or developing dashboards, reporting tools, or system-monitoring platforms; Tableau, Power BI, or similar tools are preferred.
- Exposure to databases, data warehouses, or knowledge-based systems is preferred.
- Strong technical troubleshooting, analytical, written, and verbal communication skills, with the ability to work across Software, Hardware, Systems, Operations, and Engineering teams.
- Ability to work the Wednesday-through-Saturday 10x7 schedule, participate in on-call rotations, and work in a fast-paced environment.
- Valid driver's license and ability to drive and/or fly to client and customer locations.
Benefits
- Hybrid schedule with two days per week onsite at the Wilmington headquarters and two days remote.
- Up to 10% travel may be required.
- Medical, dental, vision, disability, 401(k), PTO, and/or other benefits are included.
- Employees own a credit card and manage expenses personally for bi-weekly reimbursement.
About Symbotic
Symbotic builds AI-enabled warehouse automation systems that combine high-density storage, autonomous robots, and warehouse execution software for large retailers, wholesalers, and consumer-goods distributors. The company sells and operates end-to-end material-handling platforms, including automated case picking and AS/RS, delivered through system deployments and long-term service agreements. Founded in 2007 and headquartered in Wilmington, Massachusetts, Symbotic is a public company on Nasdaq (SYM) and counts Walmart among its customers.