Advanced Software Support Engineer – Hybrid Role for Innovative AI-Powered Robotic Technology Platform

Introduction to Symbotic and Our Mission

At Symbotic, we are revolutionizing the supply chain with our cutting-edge, AI-powered robotic and software platform. Our mission is to reinvent warehouse automation, enabling companies to move goods with unmatched speed, agility, accuracy, and efficiency. We are a community of innovators, collaborators, and pioneers who value diversity and unique perspectives. As an equal opportunity employer, we welcome applications from talented individuals who share our vision and are passionate about making a difference in the world of logistics and supply chain management.

About the Role

We are seeking an experienced Advanced Software Support Engineer to join our team as a focal point for customer support activities related to our Matrix Select software system. As a key member of our Tier 3 support team, you will provide remote and field support to our customers and operations teams, ensuring the successful installation and configuration of our system, with a core focus on the BreakPack product. This hybrid role offers the flexibility to balance your time between our remote office and home, allowing you to work in a way that suits your needs and lifestyle.

Key Responsibilities

• Provide direct support for product release activities on-site at customer locations, ensuring seamless integration and deployment of our software system.
• Offer escalation support for short-term problem resolution activities, utilizing your technical expertise to resolve critical issues promptly and efficiently.
• Perform direct coding and validation activities for support tools, collaborating with our development team to drive product improvement and innovation.
• Create documentation of system-level functionality from a support perspective, ensuring that our customers and internal teams have access to comprehensive and accurate information.
• Install highly configurable hardware interfacing software, demonstrating your technical proficiency and attention to detail.
• Gather information about customer needs and the capabilities/usage of our underlying software components, driving product improvement activities within our software engineering team in a proactive and customer-centric manner.
• Work under pressure to restore high-priority systems to operations, prioritizing multiple concurrent issues and tasks while maintaining exceptional time management skills and attention to detail.
• Collaborate with our Product and Solution Architect, development and technology, Infrastructure, Operations, Engineering, Quality Assurance, and Systems Support teams to ensure our Symbotic system has the necessary support to run 24x7, providing concise and crisp communication to our Software Department leaders.
• Assist in executing User Acceptance Testing, ensuring that our software system meets the highest standards of quality and performance.
• Participate in an on-call rotation to provide after-hours support, demonstrating your commitment to our customers and your ability to work flexibly and responsively.

Essential Qualifications

• Bachelor's degree in Computer Science or a related field, or minimum 5 years of demonstrated experience in software or automated systems architecture deployment, development, and/or support.
• Extremely strong technical troubleshooting skills, with the ability to analyze complex issues and develop effective solutions.
• Proficiency in Linux, with experience working with scripting languages such as PowerShell, Python, or Bash.
• Familiarity with SQL Server and knowledge of Windows OS configuration and Windows User & Account management.
• Excellent interpersonal skills, with the ability to build trust with customers and stakeholders, and provide exceptional verbal and written communication.
• Ability to handle high-pressure situations, prioritize multiple concurrent issues and tasks, and work independently with minimal supervision.

Preferred Experience

• Experience with Ansible, Azure, C# programming, Docker, Gitlab, Helm Chart, Kubernetes, Mongo DB, PLC/Controls, Rabbit MQ, and Redis/Redis Desktop Manager.

Career Growth Opportunities and Learning Benefits

At Symbotic, we are committed to the growth and development of our employees. As an Advanced Software Support Engineer, you will have access to a range of training and development opportunities, including technical workshops, mentorship programs, and conferences. You will also have the chance to work on complex and challenging projects, collaborating with our talented team of engineers and technicians to drive innovation and excellence in our industry.

Work Environment and Company Culture

Our company culture is built on a foundation of innovation, collaboration, and mutual respect. We value diversity and inclusion, and we are committed to creating a work environment that is welcoming, supportive, and empowering for all employees. As a hybrid role, you will have the flexibility to work from our remote office or from home, allowing you to balance your work and personal life in a way that suits your needs and lifestyle.

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits, including health insurance, retirement savings, and paid time off. You will also have access to a range of perks, including flexible working hours, remote work options, and professional development opportunities.

Conclusion

If you are a motivated and talented software support engineer looking for a new challenge, we encourage you to apply for this exciting opportunity. As a key member of our team, you will have the chance to work on complex and challenging projects, collaborate with our talented team of engineers and technicians, and drive innovation and excellence in our industry. Don't miss out on this opportunity to join our community of innovators, collaborators, and pioneers – apply now and take the first step towards an exciting and rewarding career with Symbotic.