Technical Support Specialist

Technical Support Specialist

With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility.

We are looking for a Technical Support Specialist to join our customer support group within the perception software engineering team. In this role, you'll play a pivotal role in swiftly resolving issues using state-of-the-art tools in a dynamic environment. Your responsibilities will include real-time problem-solving by temporarily assuming control of robots' autonomy, ensuring seamless operation, and maintaining system efficiency.

The Perception team is primarily responsible for developing and improving perception algorithms that enable our robots to be robust and efficient in a warehouse environment utilizing their onboard sensors. We are part of a talented team of roboticists working on the heart of Symbotic's automation solution – Symbot, the mobile robot. We are responsible for delivering solutions for the storage and retrieval use cases performed in a fully autonomous structure operating 100s of Symbots at customer sites.

What You'll Do

• Assist customers by utilizing our robots' vision system, ensuring efficient resolution of their needs.
• Provide escalation support for short-term problem resolution activities.
• Maintain a work ethic centered around customer satisfaction.
• Work collaboratively in a team to accomplish tasks and be ready to tag team when necessary to ensure swift resolutions of the tasks that are spontaneously presented.
• Regularly document solution processes and all customer and support activities.
• Communicate within the team to identify and eliminate inefficiencies, providing feedback to team leaders for continuous improvement of perception services, software development, and quality.
• This position will be onsite at our Wilmington, MA headquarters.
• This position requires flexibility with scheduling. Shifts may include, for example, 6:00 AM–2:00 PM, 2:00 PM–10:00 PM, or 10:00 PM–6:00 AM.
• Weekends and some holidays on rotation.
• Participation in an "on-call" schedule to occasionally provide after-hours support.
• Travel required – up to 20%.

What You'll Need

• Minimum 2 years of experience in Information Systems, with proficiency in various computer programs and systems.
• Strong skills in Microsoft Office applications such as Excel, Word, and PowerPoint.
• Excellent problem-solving abilities and abilities to manage multiple high-priority tasks.
• Self-motivated, quick learner, and able to work well under pressure.
• Exceptional verbal and written communication skills, with the ability to understand customer needs and collaborate cross-functionally.
• Highly organized and detail oriented.

Our Environment

• Up to 20% 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 on a bi-weekly basis.