Technical Support Engineer

Symbotic LLC is seeking a Technical Support Engineer to help ensure Symbotic systems operate reliably at customer sites. In this onsite role in Wilmington, MA, you will lead structured troubleshooting, support time-sensitive escalations during high-impact events, and collaborate across teams to drive root cause analysis and sustainable fixes.

What you’ll do

• Troubleshoot and resolve production-impacting system issues across software, networking, and infrastructure layers
• Provide support for real-time escalations during high-impact operational events
• Connect to customer environments remotely and diagnose issues using tools such as SSH, Remote Desktop, and browser-based interfaces
• Review logs, system data, and performance trends to identify root causes and help prevent recurring failures
• Partner cross-functionally with Engineering and Field teams to drive issue resolution
• Document troubleshooting steps, outcomes, and knowledge base content
• Support continuous improvement by spotting recurring patterns and recommending preventative solutions

Requirements

• Bachelor’s degree in Engineering, Computer Science, or a related technical field (or equivalent experience)
• Minimum 3 years of experience supporting complex technical systems in a remote or production environment
• Strong experience troubleshooting 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 situations
• Effective communication skills, especially during real-time issue resolution

Relevant 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 benefits

The salary range for this position is USD 70,000 - 97,900 per year.

• Medical
• Dental
• Vision
• Disability
• 401K
• PTO
• Or other benefits

Our 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

Location: Wilmington, MA (onsite)