Robot Teleoperations Support Specialist

Who We Are With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility. What We Need We are looking for a Technical Support Specialist to join our Teleoperations customer support group within the perception software engineering team. In this role, you’ll play a pivotal role in swiftly resolving issues using state-of-the-art tools in a dynamic environment. Your responsibilities will include real-time problem-solving by temporarily assuming control of robots’ autonomy, ensuring seamless operation, and maintaining system efficiency. What We Do The Perception team is primarily responsible for developing and improving perception algorithms that enable our robots to be robust and efficient in a warehouse environment utilizing their onboard sensors.We are part of a talented team of roboticists working on the heart of Symbotic’s automation solution – Symbot, the mobile robot. Teleoperators are responsible for delivering solutions for the storage and retrieval use cases performed in a fully autonomous structure operating hundreds of Symbots at customer sites. What You’ll Do Assist customers by utilizing our robots' vision system, ensuring efficient resolution of their needs. Provide escalation support for short-term problem resolution activities. Maintain a work ethic centered around customer satisfaction. Work collaboratively in a team to accomplish tasks and be ready to tag team when necessary to ensure swift resolutions of the tasks that are spontaneously presented. Regularly document solution processes and all customer and support activities. Communicate within the team to identify and eliminate inefficiencies, providing feedback to team leaders for continuous improvement of perception services, software development, and quality. This position will be onsite at our Wilmington, MA headquarters. This position requires flexibility with scheduling. Shifts may include, for example, 6{{:}}00 AM–2{{:}}00 PM, 2{{:}}00 PM–10{{:}}00 PM, or 10{{:}}00 PM–6{{:}}00 AM. Weekends and some Holidays on rotation. Participation in an “on-call” schedule to occasionally provide after-hours support. Travel required – Up to 20%. What You’ll Need Minimum 2 years of experience in Information Systems, with proficiency in various computer programs and systems. Strong skills in Microsoft Office applications such as Excel, Word, and PowerPoint. Excellent problem-solving abilities and abilities to manage multiple high-priority tasks. Self-motivated, quick learner, and able to work well under pressure. Exceptional verbal and written communication skills, with the ability to understand customer needs and collaborate cross-functionally. Highly organized and detail oriented. Our environment Up to 20% 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. About Symbotic Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. Symbotic reinvents the warehouse as a strategic asset for the world’s largest retail, wholesale, and food & beverage companies. Applying next-gen technology, high-density storage and machine learning to solve today's complex distribution challenges, Symbotic enables 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 its customers. For more information, visit We are a community of innovators, collaborators and pioneers who embrace our differences, because we know unique perspectives make us stronger and smarter. Every perspective matters. We depend on the collective voices of our employees, customers and community to help guide us as we build a better place to work – for you and the world. That’s why we’re proud to be an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. The base range for this position in the posted location is $62,000.00 - $85,800.00 however, base pay offered may vary depending on job-related knowledge, skills, and experience. The compensation package includes medical, dental, vision, disability, 401K, PTO and/or other benefits. #J-18808-Ljbffr