Senior Application Support Engineer

Who we are:

Walmart Advanced Systems & Robotics, formerly known as Alert Innovation, is now an integral part of the global Walmart organization. This fast-growing, Boston-based team of engineering and technology experts specialize in developing cutting-edge solutions for Walmart. Today, our focus is on rapidly scaling advanced automation technologies and systems that improve retail operations and customer experiences.

Needed key skills

• PC & Information Sys. Manager
• IT Coordinator
• Support Specialist
• AI Engineer

Requirements:

Five years of experience in a Dev, Sustaining or Support role. Strong Technical problem-solving and analytical skills Proficiency in Scripting and using Python Knowledge and experience with using Linux/Unix environment Knowledge experience with visualization tools like Tableau or PowerBI Ability to prioritize and manage multiple high-priority tasks simultaneously Ability to lead complex technical discussions with a variety of groups, including Software and Systems Engineering, Operations, and Senior Management B.S. in Engineering. BS/MS degree in Comp Science or related software field 10+ years of customer facing experience, ideally in a Technical Account manager, Premier Support manager, Project Manager or Escalation manager role. Advance scripting, programming, and coding skills C, C++, JavaScript, Python, or similar scripting languages Knowledge of setting up Databases and using Data Warehouse Development of Monitoring Dashboard Development Experience with Knowledge-based systems (KBS) Excellent written and oral communication skills. Experience resolving complex issues in creative, efficient, and effective ways. Strong organizational and planning skills.

Responsibilities:

Work with Site Operations Teams to provide technical guidance on operational challenges as per the severity guidelines. Lead high severity escalation call to mitigate system issue and reduce downtime. Collaborate with Software, Hardware, and System Performance Engineering teams to root cause and solve high impact issues. Manages technical interactions between Support, Engineering and Product to deliver a unified support experience to Operations team. Prioritize/Direct the efforts of NOC team members to create/ensure a proactive approach to problem resolution. Manage on-call coverage schedule for the team. Coordinate with Engineering team to validate coverage and run periodic tests to validate. Develop and manage training documentation, onboarding, and mentor team members. Develop tool automation strategy to reduce NOC triage time/case. Own and manage Case backlog, SLA, and coordinate resolution and deployment of hot patches. Identify support issues/trends, experiment, adapt, innovate, develop/implement best practices to eliminate issues and improve NOC team’s efficiency. Directing team efforts in the development of knowledgebase content covering technical, process, and procedural topics. Manage E2E approval and implementation of new software releases. Own and drive Root Case Analysis (RCA) on complex system issues. Perform data analytics and develop dashboards to support triage and troubleshooting. Collect “voice of the customer” feedback and share with leadership and product teams.

Bonuses

EXCLUSIVE BENEFITS FOR OUR FULL-TIME TEAM MEMBERS: Comprehensive Health Care Options: Choose from a range of health plans tailored for you, and extend those benefits to your dependents. Unlimited PTO: Salaried employees receive unlimited paid time off for vacation, holidays, and personal days. Eye & Dental Care: We've got you and your family covered with top-notch vision and dental insurance. Secure Your Future: Take advantage of our competitive 401(k) matching, stock purchase plans, and equity opportunities. Peace of Mind: Comprehensive life and disability insurance options. Parental Leave: Embrace the joys of parenthood with up to 12 weeks of fully paid maternity/paternity leave. Exclusive Discounts: Shop and save with special Walmart discounts, both in-store and online. Dine & Energize On Us: Enjoy daily complimentary lunches, beverages, and a variety of snacks to keep you fueled throughout the day. Join us and experience the best in employee care and benefits! Learn more about why we were named a 2022 Best Place to Work at walmartasr/careers. Walmart Advanced Systems and Robotics is proud to be an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Another info

Walmart Advanced Systems & Robotics is a rapidly expanding initiative with the objective of revolutionizing the retail landscape through robotics. Our development and implementation of the cutting-edge Alphabot® technology are currently underway, with deployment in stores across North America. Walmart Advanced Systems and Robotics is seeking a talented and motivated individual to become part of the Walmart ASR Network Operation Center (NOC) team to lead the team supporting the Alphabot System at customer sites. This job will require a unique combination of flexibility, troubleshooting, analysis, creativity, and leadership skills to be effective in this role. As part of this highly visible NOC team, candidates will have the opportunity to work with cross-functional teams to influence future Alphabot products and technologies. The ideal candidate should have strong leadership skills to manage and lead a high impact team of software engineers. The successful candidate will use their expertise in leveraging problem-solving methodologies to lead deep dives into difficult issues. This role requires exceptional communication skills to articulate technical details to the business and engineering teams. This role will develop new processes and strategies to automate and enhance triage process while leveraging data analytics skills to determine underlying root causes impacting system performance across the network.