On Call Software Support Engineer Jobs (NOW HIRING)

What we need

As a Software Support Engineer, you will be a key member of the Network Operations Center (NOC) team, responsible for monitoring, supporting, andmaintainingcritical automation systems at customer sites. The NOC functions as a centralized hub that ensures systems run smoothly 24/7 by detecting issues, coordinating responses, and driving rapid resolution. In this role, you will act as a vital link between on-site operations and engineering teams, helping to troubleshoot problems,optimizesystem performance, and continuously improve reliability and uptime.

What we do

Our Tier 2 Network Operations Center (NOC) team serves as a critical link between on-site operations and engineering, ensuring the 24/7 reliability of automation systems and robotics across 19 global installations. Acting as a centralized hub, the team monitors system performance, detects issues, and leads incident response calls to drive rapid resolution and minimize disruptions. Byleveragingremote diagnostic tools, they troubleshoot andoptimizesystem performance in real time. In close partnership with Software, Hardware, and System Performance Engineering teams, the NOC translates customer feedback and technical data into continuous improvements that enhanceSymbotic'snext-generation microsystems.

Whatyou'lldo

• Serve as a primary escalation point for site operations, resolving system issues in alignment with severity andresponseSLAs.

• Lead incident response and escalation calls, ensuringtimelymitigation, clear communication, and minimal operational disruption.

• Partner with Software, Hardware, and System Performance Engineering teams to diagnose and resolve production issues.

• Document incidents, resolutions, and root cause analyses (RCA) to drive continuous improvement.

• Monitor system performance and respond to alerts tomaintainhigh system availability and reliability.

• Support a 10x7 operational model, including participation in an on-call rotation.

• Identifyrecurring issues and implement corrective actions to improve system stability and reduce repeat incidents.

• Execute system and network updates, ensuring successful deployment and minimal impacttooperations.

• Coordinate with cross-functional teams tovalidatechanges andmaintainsystem integrity.

• Identifyopportunities to streamline triage, incident response, and deployment processes.

• Develop and implement automation tools, scripts, and workflows to improve efficiency and scalability.

• Leverage data toidentifytrends, root causes, and systemic performance gaps.

• Analyze system and incident data to support troubleshooting and performance optimization.

• Develop dashboards and reporting to enable faster decision-making and improve visibility into system health.

• Incorporate customer feedback ("voice of the customer") to inform product and operational improvements.

• Create andmaintaintechnical documentation, runbooks, and training materials.

• Support onboarding and development of team members through knowledge sharing and mentorship.

Whatyou'llneed

• Minimum of2yearsof experience in technical support, NOC, systems engineering, or similar operational environmentsBachelor's degree in engineeringor related technical field.

• Participate in an on-call rotation to providetimelysupport for escalations and critical issues outside of standard business hours, ensuring minimal disruption to operations.

• Strong technical problem-solving and analytical skills.

• Proficiencyin scripting languages such as Python, with experience in Linux/Unix environments.

• Familiarity with visualization tools like Tableau orPowerBI.

• Experience with motion control, servo tuning, VFDs, and PLCs (Allen Bradley ControlLogix preferred).

• Ability to manage multiple high-priority tasks simultaneously and lead complex technical discussions across various teams.

• Master's degree in computer scienceor related field.

• Advanced scripting and programming skills (e.g., C, C++, JavaScript).

• Experience withsetting up databases andutilizingData Warehouses.

• Proficiencyin developing monitoring dashboards and using Knowledge-based systems (KBS).

• Excellent written and oral communication skills, with a proventrack recordof resolving complex issues efficiently.

• Strong organizational and planning skills, with a commitment to continuous learning and improvement.

• Abilityto work effectively in a fast-paced, dynamic environment.

• Prior experience in a NOC or similar operational support role isadvantageous.

• Willingness to adapt tonew technologiesand methodologies as required by the role.

Our Environment

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

• The employeeis responsible forowning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.