Software Support Engineer

Symbotic•USA Andover, MA

3d•Hybrid

About The Position

Symbotic is seeking a Software Support Engineer to join its Tier 2 Network Operations Center (NOC) team. The NOC monitors, supports, and maintains critical automation systems at customer sites, serving as a centralized hub for detecting issues, coordinating responses, and maintaining 24/7 system reliability across 19 global installations. This role connects on-site operations with engineering teams to troubleshoot problems, optimize system performance, and improve reliability and uptime. The engineer supports live-site operations, incident response, system monitoring, troubleshooting, updates, and performance analysis. The role also develops and maintains dashboards, reports, scripts, runbooks, technical documentation, and training materials, while working with Software, Hardware, Systems, Controls, Engineering, and Operations teams to resolve production-impacting issues and improve system stability. The position participates in a 10x7 operational support model and an on-call rotation. The posting describes Sunday-Wednesday and Wednesday-Saturday shift options, and also specifies a hybrid schedule with two days per week on-site at the Wilmington headquarters and two days remote. Up to 10% travel may be required to client and other customer locations. Employees must have a valid driver’s license and may need to drive and/or fly for business travel. The employee is responsible for paying expenses personally with a credit card and receiving reimbursement bi-weekly.

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.
Strong technical troubleshooting, problem-solving, and analytical skills, with the ability to manage multiple priorities in a fast-paced environment.
Experience supporting production systems, including incident response, escalation management, root-cause analysis, and operational documentation.
Hands-on experience with electrical and mechanical troubleshooting, ideally in robotics or automation.
Proficiency with Linux/Unix environments and scripting languages such as Python.
Ability to communicate technical issues clearly across Software, Hardware, Systems, Operations, and Engineering teams.
Strong written and verbal communication skills, including the ability to document issues, resolutions, runbooks, and technical processes.
Willingness to participate in a 10x7 operational support model, including an on-call rotation for escalations and critical issues.
Ability to work a hybrid schedule, with two days per week on-site at the Wilmington headquarters and two days remote.
Valid driver’s license and ability to drive and/or fly to client and other customer locations.
Ability to travel up to 10%.

Nice To Haves

Familiarity with automation, controls, or material handling systems, including PLCs, VFDs, motion control, or servo tuning.
Allen-Bradley ControlLogix experience.
Experience using or developing dashboards, reporting tools, or system monitoring platforms; familiarity with Tableau, Power BI, or similar tools.
Exposure to databases, data warehouses, or knowledge-based systems.

Responsibilities

Serve as a technical escalation point for live-site operations and troubleshoot and resolve system issues according to severity levels and response SLAs.
Support incident response, including triage, escalation coordination, issue mitigation, and communication with internal stakeholders.
Partner with Software, Hardware, Systems, Controls, and Operations teams to diagnose and resolve production-impacting issues.
Monitor system performance, respond to alerts, and help maintain system availability and reliability.
Document incidents, resolutions, root-cause findings, and corrective actions.
Identify recurring issues and work with engineering teams to reduce repeat incidents and improve system stability.
Support system, software, and network updates, including validation activities to help ensure successful deployment with minimal operational impact.
Analyze system and incident data to identify trends, support troubleshooting, and improve visibility into system performance.
Develop and maintain dashboards, reports, runbooks, technical documentation, and training materials.
Create scripts, tools, or process improvements to streamline triage, incident response, reporting, and support workflows.
Use customer and site feedback to identify product, process, and operational improvement opportunities.
Share knowledge with team members and support onboarding through documentation, training, and peer collaboration.
Participate in a 10x7 operational support model, including an on-call rotation for escalations and critical issues.
Work on-site in Massachusetts to support troubleshooting, cross-functional collaboration, and operational readiness.