Software Support Engineer

What we need 

As a Software Support Engineer, you will be a key member of the Network Operations Center (NOC) team, responsible for monitoring, supporting, and maintaining critical automation systems at customer sites. The NOC functions as a centralized hub that ensures systems run smoothly 24/7 by detecting issues, coordinating responses, and driving rapid resolution. In this role, you will act as a vital link between on-site operations and engineering teams, helping to troubleshoot problems, optimize system performance, and continuously improve reliability and uptime. 

What we do 

Our Tier 2 Network Operations Center (NOC) team serves as a critical link between on-site operations and engineering, ensuring the 24/7 reliability of automation systems and robotics across 19 global installations. Acting as a centralized hub, the team monitors system performance, detects issues, and leads incident response calls to drive rapid resolution and minimize disruptions. By leveraging remote diagnostic tools, they troubleshoot and optimize system performance in real time. In close partnership with Software, Hardware, and System Performance Engineering teams, the NOC translates customer feedback and technical data into continuous improvements that enhance Symbotic’s next-generation microsystems. 

What you’ll do 

• Serve as a primary escalation point for site operations, resolving system issues in alignment with severity and response SLAs. 

• Lead incident response and escalation calls, ensuring timely mitigation, clear communication, and minimal operational disruption.  

• Partner with Software, Hardware, and System Performance Engineering teams to diagnose and resolve production issues. 

• Document incidents, resolutions, and root cause analyses (RCA) to drive continuous improvement.  

• Monitor system performance and respond to alerts to maintain high system availability and reliability. 

• Support a 10x7 operational model, including participation in an on-call rotation.  

• Identify recurring issues and implement corrective actions to improve system stability and reduce repeat incidents.  

• Execute system and network updates, ensuring successful deployment and minimal impact to operations.  

• Coordinate with cross-functional teams to validate changes and maintain system integrity.  

• Identify opportunities to streamline triage, incident response, and deployment processes.  

• Develop and implement automation tools, scripts, and workflows to improve efficiency and scalability.  

• Leverage data to identify trends, root causes, and systemic performance gaps. 

• Analyze system and incident data to support troubleshooting and performance optimization.  

• Develop dashboards and reporting to enable faster decision-making and improve visibility into system health.  

• Incorporate customer feedback (“voice of the customer”) to inform product and operational improvements.  

• Create and maintain technical documentation, runbooks, and training materials. 

• Support onboarding and development of team members through knowledge sharing and mentorship. 

What you’ll need 

• Minimum of 2 years of experience in technical support, NOC, systems engineering, or similar operational environments Bachelor’s degree in engineering or related technical field. 

• Participate in an on-call rotation to provide timely support for escalations and critical issues outside of standard business hours, ensuring minimal disruption to operations. 

• Strong technical problem-solving and analytical skills. 

• Proficiency in scripting languages such as Python, with experience in Linux/Unix environments. 

• Familiarity with visualization tools like Tableau or PowerBI. 

• Experience with motion control, servo tuning, VFDs, and PLCs (Allen Bradley ControlLogix preferred). 

• Ability to manage multiple high-priority tasks simultaneously and lead complex technical discussions across various teams. 

• Master’s degree in computer science or related field. 

• Advanced scripting and programming skills (e.g., C, C++, JavaScript). 

• Experience with setting up databases and utilizing Data Warehouses. 

• Proficiency in developing monitoring dashboards and using Knowledge-based systems (KBS). 

• Excellent written and oral communication skills, with a proven track record of resolving complex issues efficiently. 

• Strong organizational and planning skills, with a commitment to continuous learning and improvement. 

• Ability to work effectively in a fast-paced, dynamic environment. 

• Prior experience in a NOC or similar operational support role is advantageous. 

• Willingness to adapt to new technologies and methodologies as required by the role. 

Our Environment 

• Up to 10% of travel may be required. Employees 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 for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.