Teleoperations - Technical Support Specialist
Who we are 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. Teleoperations, Technical Support Specialist (Vietnam) What we need We are looking for a Teleoperations, Technical Support Specialist to join our Vietnam-based customer support group within the Perception Infrastructure 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. What we do 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 hundreds of Symbots at customer sites. You’ll use controller-based tools to operate robots remotely — think of it like navigating a simulation or video game, but with real-world impact. What you’ll do Monitor and operate warehouse robots remotely using controller-based tools to resolve alarms and interruptions in real time. Execute teleoperations following established SOPs, ensuring accuracy, safety, and speed. Document teleoperations consistently in required systems (GUI, Teams, Excel/SharePoint). Communicate clearly with shift partners and site contacts to coordinate actions. Prioritize alarms according to company standards (Collision, CAS, CHRF, Buffer, Driving). Escalate issues appropriately when outside of Teleop scope. Contribute to team rhythm and cadence by supporting peers across Teleop types 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 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. What you’ll need Minimum 2 years of experience in Information Systems, with proficiency in various computer programs and systems. Strong verbal and written communication in English; additional Vietnamese language skills are a plus. Demonstrated ability to execute precise maneuvers in simulated or controller-driven environments (e.g., robotics, UAVs, or gaming Familiarity with Linux environment and light scripting experience Engineering or technical background (green engineers welcome) Reliable internet connection and a distraction-free workspace. Strong skills in Microsoft Office applications such as Excel, Word, and PowerPoint. Excellent problem-solving abilities and abilities to manage multiple high-priority tasks. Strong attention to detail and ability to follow SOPs precisely. Comfortable working in fast-paced, shift-based environments. Previous experience in one or more of the following is highly valued:IT support or operations Call center or help desk roles Logistics/warehouse operations 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. Teleoperations, Technical Support Specialist (Vietnam) What we need We are looking for a Teleoperations, Technical Support Specialist to join our Vietnam-based customer support group within the Perception Infrastructure 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. What we do 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 hundreds of Symbots at customer sites. You’ll use controller-based tools to operate robots remotely — think of it like navigating a simulation or video game, but with real-world impact. What you’ll do Monitor and operate warehouse robots remotely using controller-based tools to resolve alarms and interruptions in real time. Execute teleoperations following established SOPs, ensuring accuracy, safety, and speed. Document teleoperations consistently in required systems (GUI, Teams, Excel/SharePoint). Communicate clearly with shift partners and site contacts to coordinate actions. Prioritize alarms according to company standards (Collision, CAS, CHRF, Buffer, Driving). Escalate issues appropriately when outside of Teleop scope. Contribute to team rhythm and cadence by supporting peers across Teleop types 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 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. What you’ll need Minimum 2 years of experience in Information Systems, with proficiency in various computer programs and systems. Strong verbal and written communication in English; additional Vietnamese language skills are a plus. Demonstrated ability to execute precise maneuvers in simulated or controller-driven environments (e.g., robotics, UAVs, or gaming Familiarity with Linux environment and light scripting experience Engineering or technical background (green engineers welcome) Reliable internet connection and a distraction-free workspace. Strong skills in Microsoft Office applications such as Excel, Word, and PowerPoint. Excellent problem-solving abilities and abilities to manage multiple high-priority tasks. Strong attention to detail and ability to follow SOPs precisely. Comfortable working in fast-paced, shift-based environments. Previous experience in one or more of the following is highly valued:IT support or operations Call center or help desk roles Logistics/warehouse operations 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. About Symbotic Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. Symbotic reinvents the warehouse as a strategic asset for the world’s largest retail, wholesale, and food & beverage companies. Applying next-gen technology, high-density storage and machine learning to solve today's complex distribution challenges, Symbotic enables companies to move goods with unmatched speed, agility, accuracy and efficiency. As the backbone of commerce the Symbotic platform transforms the flow of goods and the economics of supply chain for its customers. For more information, visit www.symbotic.com. We are a community of innovators, collaborators and pioneers who embrace our differences, because we know unique perspectives make us stronger and smarter. Every perspective matters. We depend on the collective voices of our employees, customers and community to help guide us as we build a better place to work – for you and the world. That’s why we’re proud to be an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. Apply To This Job