Software Support Engineer

About the role

Symbotic is seeking a Software Support Engineer to join our Network Operations Center (NOC) team. This role is available for Sunday-Wednesday or Wednesday-Saturday shifts.

Responsibilities

• Act as a technical escalation point for live site operations, troubleshooting and resolving system issues.
• Support incident response activities, 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.
• Maintain system performance, respond to alerts, and help maintain high system availability and reliability.
• Document incidents, resolutions, root cause findings, and corrective actions to support continuous improvement.
• Identify recurring issues and partner 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.
• Create scripts, tools, or process improvements that help streamline triage, incident response, reporting, and support workflows.
• Incorporate customer and site feedback to help 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.

Requirements

• Bachelor’s degree in Engineering, Electrical Engineering, Computer Science, or a related technical field, or equivalent experience.
• Minimum 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.
• Familiarity with automation, controls, or material handling systems, including PLCs, VFDs, motion control, or servo tuning; Allen-Bradley ControlLogix experience preferred.
• Hands-on experience with electrical and mechanical troubleshooting, ideally in a robotics or automation setting.
• Proficiency with Linux/Unix environments and scripting languages such as Python.
• Experience using or developing dashboards, reporting tools, or system monitoring platforms; familiarity with Tableau, Power BI, or similar tools preferred.
• Exposure to databases, data warehouses, or knowledge-based systems preferred.
• Ability to communicate technical issues clearly across Software, Hardware, Systems, Operations, and Engineering teams.
• Strong written and verbal communication skills, with the ability to document issues, resolutions, runbooks, and technical processes.
• Willingness to participate in a 10x7 operational support model (Wednesday through Saturday), including an on-call rotation for escalations and critical issues.
• Ability to work a hybrid schedule, with two days per week on-site at our Wilmington headquarters and two days remote.