Robot Teleoperations Support Specialist

Employment Type: Full-time

Position Overview

Symbotic is seeking a Robot Teleoperations Support Specialist to join our customer support group within the perception software engineering team. In this role, you will be instrumental in swiftly resolving issues using state-of-the-art tools in a dynamic environment. Your responsibilities will include real-time problem-solving by temporarily assuming control of robots’ autonomy, ensuring seamless operation, and maintaining system efficiency.

About Symbotic

Symbotic 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.

What You'll Do

• Assist customers by utilizing our robots' vision system, ensuring efficient resolution of their needs.
• Provide escalation support for short-term problem resolution activities.
• Maintain a work ethic centered around customer satisfaction.
• Work collaboratively in a team to accomplish tasks and be ready to tag team when necessary to ensure swift resolutions of spontaneously presented tasks.
• Regularly document solution processes and all customer and support activities.
• Communicate within the team to identify and eliminate inefficiencies, providing feedback to team leaders for continuous improvement of perception services, software development, and quality.

Requirements

• Minimum 2 years of experience in Information Systems, with proficiency in various computer programs and systems.
• Strong skills in Microsoft Office applications such as Excel, Word, and PowerPoint.
• Excellent problem-solving abilities and the capacity to manage multiple high-priority tasks.
• Self-motivated, quick learner, and able to work well under pressure.
• Exceptional verbal and written communication skills, with the ability to understand customer needs and collaborate cross-functionally.
• Highly organized and detail-oriented.

Work Environment & Schedule

• This position will be onsite at our Wilmington, MA headquarters and Hybrid.
• This position requires flexible hours. Shifts may include (for example) 8 AM – 4 PM; 4 PM – 12 AM; 12 AM – 8 AM.
• Weekends and some Holidays on rotation.
• Participation in an “on-call” schedule to occasionally provide after-hours support.
• Travel Required: Up to 20%
• Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.

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