Senior Application Support Engineer - NOC Team
At Walmart Advanced Systems & Robotics, we're building the infrastructure that will power the next generation of retail experiences. We're the team behind Alphabot®, a new technology that's changing the way America shops. Our automated pickup and delivery systems use a combination of robotics and software to efficiently handle large volumes of online orders, streamlining operations for managers and enhancing the customer experience. We're passionate about robotics, retail, and creating solutions that impact millions of customers daily.
We are seeking a motivated and talented individual to join our Network Operation Center (NOC) team. This role offers an exciting opportunity to work on cutting-edge technologies and influence the future of retail automation.
As an Application Support Engineer, you will be a key member of the NOC Primary Team responsible for supporting the Alphabot System at customer sites. This role requires a unique blend of technical expertise, problem-solving skills, and the ability to collaborate effectively across teams. You will play a critical role in ensuring system reliability, optimizing performance, and driving automation initiatives to enhance operational efficiency.
What you'll work on:
- Technical Support and Troubleshooting:
- Work closely with Site Operations Teams to provide technical guidance and resolve day-to-day operational challenges based on severity guidelines.
- Lead escalation calls to mitigate system issues promptly, minimizing downtime and ensuring clear communication with stakeholders.
- Collaborate with Software, Hardware, and System Performance Engineering teams to troubleshoot critical software production issues.
- On-call Support and Incident Management:
- Participate in an on-call team schedule during office hours (Monday to Friday) to provide timely resolution of escalated issues.
- Document incident details and resolutions in accordance with established protocols, ensuring thorough root cause analysis (RCA) for continuous improvement.
- Hands-On Deployment:
- Configure and deploy network and system updates as per operational requirements.
- Collaborate with other teams to coordinate deployment activities and ensure compatibility with existing infrastructure.
- Training and Development:
- Participate in training sessions, workshops and self-study to stay updated with technological advancements and best practices.
- Develop comprehensive training documentation and mentor other team members to enhance their technical skills and operational knowledge.
- Process Improvement and Automation:
- Review existing processes and implement strategies to automate and enhance triage processes, leveraging data analytics to identify root causes impacting system performance.
- Collaborate with the automation team to develop scripts, tools, and workflows that optimize deployment processes and incident response.
- Continuous Support and Monitoring:
- Operate in a 10x7 operational model to ensure continuous support and monitoring of critical systems.
- Proactively monitor system performance and respond to alerts outside regular business hours to maintain system availability and reliability.
- Data Analytics and Reporting:
- Perform data analytics to develop insightful dashboards for triage and troubleshooting purposes, gathering "voice of the customer" feedback to drive improvements in product and service offerings.
What we're looking for:
- Bachelor’s degree in engineering or related technical field.
- Strong technical problem-solving and analytical skills.
- Proficiency in scripting languages such as Python, with experience in Linux/Unix environments.
- Familiarity with visualization tools like Tableau or PowerBI.
- Ability to manage multiple high-priority tasks simultaneously and lead complex technical discussions across various teams.
Preferred:
- Master’s degree in computer science or related field.
- Advanced scripting and programming skills (e.g., C, C++, JavaScript).
- Experience with setting up databases and utilizing Data Warehouses.
- Proficiency in developing monitoring dashboards and using Knowledge-based systems (KBS).
- Excellent written and oral communication skills, with a proven track record of resolving complex issues efficiently.
- Strong organizational and planning skills, with a commitment to continuous learning and improvement.
- Competitive pay and performance-based bonus awards
- Competitive 401(k) matching program, stock purchase plans, and equity opportunities
- Comprehensive health, vision, and insurance plans with options for dependent coverage
- Unlimited PTO for salaried employees, covering vacation, holidays, and personal days
- Up to 12 weeks of fully paid maternity/paternity leave
- Special Walmart discounts for in-store and online purchases
- Complimentary daily lunches, beverages, and snacks
- Other benefits include short-term and long-term disability, Military Leave Pay, adoption and surrogacy expense reimbursement, and more
Walmart, Inc. is an Equal Opportunity Employer. By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity – unique styles, experiences, identities, abilities, ideas and opinions – while being inclusive of all people.
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What We Do
Walmart Advanced Systems & Robotics, previously known as Alert Innovation, is now an essential component of the Walmart organization. Founded in 2013, the company focused on revolutionizing the retail industry through cutting-edge automation and robotic technologies.
In 2016, Walmart began collaborating with Alert Innovation on a customized solution for their market fulfillment centers. This partnership led to the successful pilot of the first Alphabot System in 2019 paving the way for Walmart’s acquisition of Alert Innovation in November 2022. Since the acquisition, Walmart has successfully launched several new market fulfillment centers and continues to rapidly scale this new technology at stores nationwide.
Why Work With Us
Our company is unique in that we are strongly tied to our core values. Our employees are passionate and driven individuals who together with our collaborative nature take on tomorrow's challenges and bring retail into the 21st century using robotics. Join our team and experience the difference.
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