Technical Support Engineer

Employment Type: Full-time

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.

What We Need

Symbotic is seeking a Technical Support Engineer who will play a hands-on role in the proper operations of the Symbotic system at our Clients’ sites. The qualified candidate will be responsible for receiving, prioritizing, documenting, and actively resolving end-user help requests. The candidate will also assist in problem resolution involved with the operations.

We are currently looking for Technical Support Engineers that are available to work the following shifts (EST):

• Weekday Night: Monday - Thursday, 8pm - 6am EST
• Weekend Day: Friday - Monday, 6am - 4pm EST
• Weekend Mid: Friday - Monday, 12pm - 10pm EST

What We Do

The Technical Support Team is part of the Technical Customer Support Organization. The team is responsible for our system stand-up and continued operation inside our clients’ sites. The teams work together to enhance the client relationship by providing timely feedback and response to issues/concerns and finding solutions. Technical Support Teams encompass all aspects of our system from controls and electrical, to software and networking; if it’s production-impacting, Technical Support will be responsible for solving the scenarios at hand.

What You’ll Do

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Field incoming help requests from end users through a variety of avenues such as: telephone, email, Skype, as well as Cases via Online CRM.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform ongoing activities such as backups, OS and application patching, executing various maintenance scripts, and monitoring the site IT infrastructure.
• Willing to provide on-call support coverage for customers.
• Other duties as assigned.

What You’ll Need

• Bachelor’s degree in Controls Engineering or a directly related field.
• Exceptional customer service orientation for both internal and external customers.
• Experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc.
• Experience with VMWare or other server/desktop virtualization platforms and management.
• Experience with Server and Storage Array hardware and Active Directory.
• Experience with TCP/IP based networks, protocols, and troubleshooting.
• Experience with tools such as packet sniffers, network probes, command line debug.
• Experience with Window OS and Linux patching.
• Good command of Linux shell and scripting.
• Extensive application support experience – either in office, in field, or both.
• Experience using SQL with the ability to create and/or modify SQL scripts.
• Demonstrated effective and disciplined troubleshooting problem-solving methodologies.
• Strong documentation skills.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Plus

• Previous controls design experience creating GUIs and HMIs using appropriate software packages.
• Experience with ISC DHCP, BIND and server BIND configuration.
• Motion control including tuning, programming, and debugging of servos and VFDs.