Advanced Software Support Engineer

Advanced Software Support Engineer

Time type: full time

Posted on: October 23, 2024

Job requisition id: R3947

What we need   

We are seeking a Advanced Software Support Engineer who will be a focal point within the Symbotic software organization for customer support activities related to the Matrix Select software system. In this role, you will provide remote and field support to Symbotic customers and operations teams for the installation and configuration of the system, with a core concentration on the BreakPack product.   

What we do  

The Tier 3 support team is part of the Core Systems Software Engineering organization and is responsible for software/systems deployments, prompt critical issues resolution, and scaling to many customers and sites. We are solving some of the toughest operational challenges in some of the most sensitive and mission critical automated warehouse solutions.   

What you’ll do  

• Provide direct support for product release activities “on-site” at customer locations. 

• Provide escalation support for short-term problem resolution activities. 

• Perform direct coding and validation activities for support tools. 

• Create documentation of system-level functionality from a support perspective. 

• Install highly configurable hardware interfacing software. 

• Gather information about the needs of the customers and the capabilities/usage of the underlying software components to drive product improvement activities within software engineering in a proactive manner. 

• Works under pressure in restoring high-priority systems to operations. 

• Collaborate with the Product and Solution Architect, development and technology and Infrastructure, Operations, Engineering, Quality Assurance, and Systems Support to ensure Symbotic system has appropriate support to run 24x7. 

• Understand Symbotic solution, including an understanding of all elements involved in development of the solution for customers 

• Assist in executing User Acceptance Testing 

• Be responsible for providing concise, crisp communication to the Software Dept: VP, SVP and CTO   

• Participation in an “on-call” rotation to occasionally provide after-hours support 

• This position may be onsite at our Wilmington, MA headquarters OR remote depending on the candidate.  

What you’ll need  

• Bachelor’s degree in either Computer Science or related field OR;

• Minimum 5 years demonstrated experience in software or automated systems architecture deployment, development, and/or support

• Extremely strong technical troubleshooting skills are mandatory

• Proficiency in Linux

• Experience with scripting languages such as PowerShell, Python, or Bash

• Familiarity with SQL Server

• Knowledge of Windows OS configuration and Windows User & Account management.

• Excellent interpersonal skills with the ability to build trust with customers and stakeholders.

• Ability to handle high-pressure situations and prioritize multiple concurrent issues and tasks.

• Exceptional time management skills and attention to detail. Strong verbal and written communication skills, with proficiency in presentations.

• Ability to work independently, take initiative, and perform with minimal supervision.

• Excellent verbal and written communication skills

Preferred experience (nice to have) ​

• Ansible

• Azure

• C# programming

• Docker

• Gitlab

• Helm Chart

• Kubernetes

• Mongo DB

• PLC/Controls

• Rabbit MQ

• Redis/Redis Desktop Manager

Other considerations   

• Up to 10% of travel may be required. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.   

• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed bi-weekly.   

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