Software Support Engineer

Software Support Engineer

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.

We are hiring for both Sunday-Wednesday AND Wednesday-Saturday shifts.

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 technical escalation point for live site operations, helping troubleshoot and resolve system issues in alignment with severity levels and response SLAs.
• 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.
• Monitor 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.
• Develop and maintain dashboards, reports, runbooks, technical documentation, and training materials.
• 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 10×7 operational support model, including an on-call rotation for escalations and critical issues.
• Work on-site in MA to support system troubleshooting, cross-functional collaboration, and operational readiness.

What you'll need:

• 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 10×7 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.

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.