4 months ago
Andover, MA, USAMid Level
Base Salary
$96k - $132k/yr
Responsibilities
- Troubleshoot and resolve production-impacting automation-system issues as a technical escalation point for live site operations.
- Support incident response through triage, mitigation, escalation coordination, stakeholder communication, and root cause analysis.
- Monitor system performance, respond to alerts, and help maintain high availability and reliability.
- Partner with Software, Hardware, Systems, Controls, and Operations teams to diagnose issues and improve system stability.
- Document incidents, resolutions, corrective actions, runbooks, technical processes, and training materials.
- Support software, system, and network updates, including validation activities for successful deployments.
- Analyze incident and system data, identify recurring issues and trends, and recommend improvements.
- Create scripts, tools, dashboards, reports, and process improvements for triage, reporting, and support workflows.
- Participate in a 10x7 operational support model and on-call rotation for escalations and critical issues.
- Share technical knowledge, support onboarding, and incorporate customer and site feedback into improvement opportunities.
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 or Power BI familiarity is preferred.
- Exposure to databases, data warehouses, or knowledge-based systems is preferred.
- Strong technical troubleshooting, analytical, written, and verbal communication skills.
- Ability to work across Software, Hardware, Systems, Operations, and Engineering teams and manage multiple priorities.
- Willingness to participate in Wednesday-through-Saturday operational support and an on-call rotation.
- Valid driver’s license and ability to travel to client and customer locations.
Benefits
- Hybrid schedule with two days per week onsite at the Wilmington headquarters and two days remote.
- Sunday-Wednesday and Wednesday-Saturday shift options are available.
- Participation in a 10x7 operational support model with on-call escalation coverage.
- Up to 10% travel may be required.
- Medical, dental, vision, disability, 401(k), PTO, and/or other benefits are included.
- Employees manage travel expenses personally using a credit card and are reimbursed bi-weekly.
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.