Senior Technical Support Engineer

Role Overview

• Receive, prioritize, document, and resolve end-user support requests via phone, email, Microsoft Teams/Skype, and online CRM cases.
• Apply diagnostic utilities, system tools, and structured troubleshooting methodologies to identify root cause and resolve issues.
• Identify, learn, and support the software and hardware platforms used across Symbotic systems.
• Perform hands-on fixes at the desktop and system level, including software installation and upgrades, system configuration, backups, and application support.
• Test and validate fixes to ensure issues are fully resolved.
• Conduct post-resolution follow-ups to ensure customer satisfaction.
• Develop and maintain help sheets and knowledge base documentation to reduce repeat issues.
• Perform ongoing system maintenance such as OS and application patching, executing maintenance scripts, and monitoring site IT infrastructure.
• Participate in on-call support rotations as required.
• Partner cross-functionally with engineering, product, and operations teams to deliver integrated system support.
• Serve as the escalation lead for complex, cross-functional incidents impacting customer operations.
• Lead customer interactions during escalations with site leaders, divisional maintenance managers, and senior customer stakeholders.
• Communicate clearly and credibly to align troubleshooting plans and build shared understanding of downtime drivers, blockers, site engagement gaps, and hardware-level diagnostics.
• Influence customer leadership decision-making during high-impact operational events through data-driven technical guidance.
• Analyze incident data and operational metrics to identify trends and proactively prevent future issues.
• Establish feedback loops with Product and Engineering teams to prioritize bug fixes and system improvements.
• Act as a technical mentor to junior engineers and contribute to team capability building.

Requirements

• Bachelor’s degree in Controls Engineering, Computer Science, Information Technology, or a directly related technical field.
• Minimum 3 years of experience supporting systems remotely using tools such as Remote Desktop, SSH, and browser-based interfaces.
• Experience with Windows and Linux operating systems.
• Foundational knowledge of TCP/IP networks and troubleshooting.
• Strong customer service orientation and documentation skills.
• Advanced experience with VMware or other server/desktop virtualization platforms (vCenter preferred).
• Experience supporting server and storage hardware and Active Directory.
• Advanced Linux command-line proficiency and scripting familiarity.
• Strong troubleshooting experience with TCP/IP networks, protocols, and diagnostic tools.
• Proven ability to remain calm, analytical, and effective under pressure.

Tech Stack

• Linux
• TCP/IP
• VMware

Benefits

• medical
• dental
• vision
• disability
• 401K
• PTO