Advanced Software Support Engineer

Advanced Software Support Engineer

Time type: full time

Posted on: September 09, 2024

Job requisition id: R3950

What we need    

Symbotic is looking for an Advanced Software Support Engineer to join our Tier 3 support team within our Core Systems Software Engineering organization. As an advanced software engineer you will be responsible for deploying and supporting software change requests, automate software deployment processes, drive resolution of critical incidents. You will also collaborate with other Symbotic teams to ensure our customers have 24x7 support. 

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   

• Deploy and support software change requests using tested scripts, installers, or deployment tools.    

• Contribute to automating the deployment processes to enable T3 to quickly scale to more customers and sites.    

• Drive efficient resolution of critical incidents with the goal of reducing MTTR (Mean Time to Recover).    

• Contribute with ideas and best practices to minimize the number of critical incidents with deployed software stacks.    

• Document system-level functionality from a support perspective. Author and disseminate SOPs (Standard Operating Procedures).  .    

• Up to 10% travel may be required.    

• Occasionally working outside normal hours for deployments and being in an on-call rotation.   

What you’ll need   

• Bachelor’s degree in computer science or a related field is required, a master’s degree is preferred.    

• Minimum of 5 years of software engineering experience including System administration, deployments, troubleshooting, and customer support.    

• Excellent communication, active listening, and interpersonal skills will be critical for success in this role.    

• Linux command line via SSH experience is required.    

• Knowledge of one or more cloud-native software technologies including Kubernetes, Ansible, RabbitMQ, Kafka, Prometheus, Grafana, Docker, Microsoft Azure, Gitlab, and VMware.    

• Working knowledge of Windows O/S configuration and administration is preferred.    

• MS SQL Server and MySQL experience is preferred.    

• Scripting experience, such as Python/Bash/PowerShell is required.    

• Object oriented design and programming concepts.  

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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