Technical Control Engineer

Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. The Technical Control Engineer ensures the smooth operation and reliability of automated systems at client sites, balancing reactive support with proactive monitoring and continuous improvement.

Responsibilities:

• Manage and resolve complex technical support requests from end users via ticketing systems, phone, email, and chat
• Provide advanced remote support for electro-mechanical, software, networking, and controls-related issues using remote access tools
• Troubleshoot and resolve issues related to:
• Automation and robotic systems
• PLCs, motors, VFDs, and motion control systems
• Software applications, networking, and scripting
• Serve as a technical escalation point and act as the focal lead during major incidents
• Coordinate cross-functional resources (Software, Controls, Hardware, R&D, Customer Operations) to restore service efficiently
• Prioritize incoming issues based on customer impact, system criticality, and contractual SLAs
• Provide clear, timely updates to internal and external stakeholders during incidents
• Respond to equipment downtime events and coordinate with external vendors or resources as needed
• Proactively monitor system performance metrics, logs, and trends to identify potential failures before they impact operations
• Drive Root Cause Analysis (RCA) for critical and recurring incidents to reduce Mean Time to Resolution (MTTR) and prevent recurrence
• Identify systemic issues and recurring failure patterns, translating insights into preventative actions and process improvements
• Participate in post-incident reviews and lead follow-up actions to ensure sustained resolution
• Act as a technical owner during critical events, ensuring accountability from incident intake through full resolution
• Collaborate with R&D, Implementation, and Customer Operations to transition new sites from “Hypercare” to steady-state support
• Leverage metrics from high-impact downtime events to create and improve knowledge base content with measurable value to issue resolution and recurrence prevention
• Contribute to a scalable KB to enable “shift-left” resolution, improving self-sufficiency for customers and on-site Tier 1 teams
• Support ongoing system maintenance activities, including data backups, trend analysis, and I/O checks
• Interpret electrical schematics, OEM manuals, and system documentation to diagnose integrated system issues
• Stay current on supported software, hardware, tools, and platform updates relevant to Symbotic systems

Requirements:

• Bachelor's degree in electrical engineering, Controls Engineering, Automation Engineering or related technical field preferred; equivalent hands-on experience in industrial automation, robotics, or controls may be considered
• Minimum 2 years of experience in technical support, controls, or engineering role supporting complex systems
• Strong understanding of TCP/IP networking, protocols, and troubleshooting; familiarity with packet sniffers, network probes, and command-line diagnostic tools
• Proficiency with Linux shell environments and scripting; working knowledge of SQL scripting and application support
• Experience with motion control systems (servos, VFDs), Allen Bradley ControlLogix, and programming languages such as Ladder Logic, C, and scripting languages
• Experience with server management, Active Directory, and Windows/Linux patching
• Strong troubleshooting, documentation, collaboration, and communication skills
• Ability to prioritize and perform effectively in high-pressure, customer-facing environments
• Prior field or industry experience in automation, robotics, warehouse, or supply chain environments preferred
• Demonstrated experience providing remote system support (Remote Desktop, SSH)