Technical Support Engineer

What we need 

Symbotic is seeking a Technical Support Engineer will play a hands-on role in 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 that is involved with the operations. 

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 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 ability to create and/or modify SQL scripts. 

• Can demonstrate 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. 

• Allen Bradley ControlLogix Processors. 

• Additional programming languages or PLC environments, such as Ladder Logic, Structured text, Function block, SFC, C. 

• Scripting languages and data log analysis. 

• Experience with Window OS and Linux patching. 

Our Environment  

• Ability to travel in North America up to 60% initially, travel requirement will be reduced to 10% to 20% after initial training period. 

•  Employee 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 to own a credit card and manage expenses personally to be reimbursed on a bi-weekly basis.