Introduction to Symbotic
Symbotic is a pioneering automation technology leader that is revolutionizing the supply chain with its cutting-edge, AI-powered robotic and software platform. Our mission is to reimagine the warehouse as a strategic asset for the world's largest retail, wholesale, and food & beverage companies. By applying next-gen technology, high-density storage, and machine learning, we enable companies to move goods with unmatched speed, agility, accuracy, and efficiency. As the backbone of commerce, the Symbotic platform transforms the flow of goods and the economics of supply chain for our customers.
About the Role
We are seeking a highly skilled and motivated Technical Support Engineer to join our team. As a Technical Support Engineer, you will play a hands-on role in ensuring the proper operation of the Symbotic system at our clients' sites. You will be responsible for receiving, prioritizing, documenting, and actively resolving end-user help requests. Your expertise will be crucial in problem resolution, and you will work closely with our technical teams to enhance client relationships by providing timely feedback and response to issues and concerns.
Key Responsibilities
- Evaluate documented resolutions and analyze trends to prevent future problems
- Field incoming help requests from end users through various channels, including telephone, email, Skype, and online CRM
- Apply diagnostic utilities to aid in troubleshooting and resolve complex technical issues
- 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 problems have been adequately resolved
- Perform post-resolution follow-ups to help requests and ensure customer satisfaction
- Develop help sheets and knowledge base articles for end users to promote self-service and reduce support requests
- Perform ongoing activities such as backups, OS and application patching, executing various maintenance scripts, and monitoring the site IT infrastructure
- Provide on-call support coverage for customers to ensure timely response to critical issues
- Other duties as assigned to support the growth and success of the company
Essential Qualifications
To be successful in this role, you will need:
- A 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 Windows 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 the ability to create and/or modify SQL scripts
- Proven analytical and problem-solving abilities
- Strong documentation skills
- Ability to effectively prioritize and execute tasks in a high-pressure environment
Preferred Qualifications
While not required, the following qualifications are highly desirable:
- 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 Windows OS and Linux patching
Skills and Competencies
To excel in this role, you will need to possess:
- Strong technical skills and knowledge of computer systems, networks, and software applications
- Excellent problem-solving and analytical skills
- Effective communication and interpersonal skills
- Ability to work independently and as part of a team
- Strong customer service skills and ability to work with diverse customer groups
- Ability to adapt to changing priorities and deadlines
- Strong attention to detail and ability to maintain accurate records
Career Growth Opportunities
- Develop your technical skills and knowledge through training and mentorship
- Take on additional responsibilities and contribute to the growth and success of the company
- Collaborate with cross-functional teams to drive innovation and improvement
- Pursue career advancement opportunities within the company
Work Environment and Company Culture
- A supportive and inclusive work environment
- Opportunities for professional growth and development
- A competitive salary and benefits package
- A dynamic and innovative work environment
- Recognition and rewards for outstanding performance
Compensation, Perks, and Benefits
- A competitive salary reflecting your skills and experience
- Comprehensive health, dental, and vision insurance
- 401(k) retirement savings plan with company match
- Paid time off and holidays
- Opportunities for professional growth and development
- Recognition and rewards for outstanding performance
Conclusion
If you are a motivated and skilled technical professional looking for a challenging and rewarding role, we encourage you to apply for the Technical Support Engineer position at Symbotic. With our innovative technology, collaborative work environment, and commitment to customer satisfaction, we offer a unique and exciting opportunity for career growth and development. Apply today and join our team of innovators, collaborators, and pioneers who are shaping the future of supply chain automation!
We Want to Hear From You!
If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together.
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