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.

Benefits

medical
dental
vision
disability
401K
PTO

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Windows operating systemLinux operating systemTCP/IP networksVMwareRemote DesktopSSHscriptingdiagnostic toolssystem configurationapplication support

Soft Skills

customer service orientationdocumentation skillsanalytical skillscalm under pressurecommunication skillsmentoringcollaborationproblem-solvinginfluencecustomer interaction