Application Support Engineer

Walmart Advanced Systems & Robotics is a fast-growing venture on a mission to reinvent retail through robotics. We’ve partnered with Walmart to develop our Alphabot® technology, which is currently being deployed at stores throughout North America.

Alert Innovation is seeking a talented and motivated individual to become part of the Alert Network Operation Center (NOC) team to support 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 has strong problem solving, great communication and interpersonal skills and enjoys learning new things and willing to work through the details to get things done. The position will also require reviewing existing processes and develop strategies to automate and enhance triage process. The candidate will use his or her data analytics skills to deep dive to determine underlying root causes impacting system performance.  

WHAT YOU'LL WORK ON:

• Work with Site Operations Teams to provide technical guidance and troubleshoot day to day operational challenges as per the severity guidelines.
• Lead the escalation call to mitigate system issue and reduce the downtime
• Collaborate with Software, Hardware and System Performance Engineering teams to problem-solve critical software production issues
• Provide on-call coverage as per the coverage schedule
• Develop training documentation and mentor other team members
• Drive the development of automation tools to reduce failures and manual task execution, therefore improving overall application performance and availability
• Resolve critical incidents/problems and fluently applies escalation and notification procedures to leadership
• Document specific techniques for incident/problem resolution that will enable proactive system management
• 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.

WHAT WE'RE LOOKING FOR:

• B.S. in Engineering
• 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

PREFERRED QUALIFICATIONS:

• MS degree in Comp Science or related software field
• 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.

• 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.

Learn more about why we were named a 2022 Best Place to Work at alertinnovation.com/careers.

Alert Innovation 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.