Technical Support Engineer

The Technical Support Engineer will help ensure Symbotic systems operate successfully at customer sites. This onsite role focuses on structured troubleshooting, escalation support during high-impact events, and collaboration across teams to deliver root cause analysis and lasting fixes.

Role Overview

In this position, you will diagnose production-impacting issues spanning software, networking, and infrastructure layers. You will also assist with escalations during real-time operational events and contribute to system reliability through data-driven investigation and preventive recommendations.

Responsibilities

• Troubleshoot and resolve system issues that impact production across software, networking, and infrastructure layers
• Support real-time escalations during high-impact operational events
• Connect to customer environments remotely and perform diagnostics using tools such as SSH, Remote Desktop, and browser-based interfaces
• Analyze logs, system data, and performance trends to identify root causes and help prevent recurring problems
• Partner with Engineering and Field teams to drive issue resolution
• Document troubleshooting steps, resolutions, and knowledge base content
• Identify recurring patterns and recommend preventative solutions as part of continuous improvement

Required Qualifications

• Bachelor’s degree in Engineering, Computer Science, or a related technical field (or equivalent experience)
• Minimum of 3 years supporting complex technical systems in a remote or production environment
• Strong troubleshooting experience using Linux command line and system-level tools
• Experience connecting to systems via SSH, Remote Desktop, or similar tools
• Advanced knowledge of TCP/IP networking fundamentals and troubleshooting
• Strong experience with SQL or scripting for data analysis
• Strong problem-solving skills with the ability to prioritize and multitask in high-pressure environments
• Effective communication skills, particularly during real-time issue resolution

Technologies

• SSH
• Remote Desktop
• Browser-based interfaces
• Linux command line
• TCP/IP
• SQL
• Wireshark
• tcpdump

Preferred Qualifications

• Experience supporting automated systems, robotics, or warehouse environments
• Familiarity with electrical schematics and hardware-level diagnostics
• Experience with packet capture tools such as Wireshark and tcpdump
• Exposure to PLCs, VFDs, or industrial controls

Compensation and Location

• Location: Wilmington, MA (onsite)
• Salary: USD 70,000 - 97,900 per yearly

Benefits

• Medical
• Dental
• Vision
• Disability
• 401K
• PTO
• Other benefits

Work Environment

• Ability to travel up to 15% after the training period (Senior roles may require up to 15% ongoing travel)
• Must possess a valid driver’s license and be able to travel to customer sites via car or air
• Employee must maintain a personal credit card and manage expenses for bi-weekly reimbursement

Education

Bachelor’s degree in Engineering, Computer Science, or a related technical field (or equivalent experience).