IT Support & Reliability Engineer

About the Role

As a IT Support & Reliability Engineer at Ocado, you will work directly with customers to maximize uptime of autonomous mobile robots and cloud-based software systems for warehouse automation. 

Key Responsibilities 

• Conduct comprehensive analyses to evaluate the reliability and performance of our products, identify potential failure modes, and propose improvements to enhance product reliability.
• Customer Issue Resolution: Diagnose and troubleshoot problems reported by customers, both remotely and on-site when necessary. Provide timely and effective solutions to ensure customer satisfaction and minimize downtime.
• Technical Support: Serve as the primary point of contact for customer inquiries related to reliability and performance. Respond promptly to customer support requests, providing clear and concise explanations and guidance. Remotely support 3rd party technicians or work independently at customer sites to execute maintenance/upgrade/retrofit activities
• Root Cause Analysis: Investigate customer-reported issues, Perform root-cause-analysis on failures and drive remediation efforts while communicating and collaborating effectively with design engineering, supply chain and reliability peers
• Documentation and Reporting: Document technical findings, resolutions, and customer interactions accurately and comprehensively. Prepare detailed reports on reliability-related trends, issues, and recommendations for product enhancements or design changes.
• Continuous Improvement: Actively participate in the ongoing improvement of customer support processes, tools, and knowledge base. Contribute to the development of preventive maintenance strategies and best practices for reliability.
• Training and Knowledge Sharing: Provide training and support to customer support teams on related topics, ensuring they have the necessary knowledge and skills to address customer inquiries effectively. Provide technical writing and subject-matter expertise for training documentation.

About you

• Experience addressing system performance issues and maximizing uptime for customers 
• Drive to solve challenging problems and commitment to addressing the root cause
• Experience building tools for monitoring performance across complex systems 
• Ability to support customers with troubleshooting with hardware and software
• Practical experience with relational databases 
• SQL / Java Experience
• Knowledge of Linux and experience with scripting languages (e.g. Python, Bash, Perl)

What we offer

Our Social benefit package includes

The feeling of being part of a team that makes a difference in the world of automation and smart technology is great but here’s also a list of our social benefits. 

• Hybrid office attendance policy that sees you onsite 40% of your time
• 30 days of “Work from anywhere” program
• 30 days of annual leave
• Share plan program
• 300 BGN additional monthly allowance
• Enhanced maternity and paternity leave policy
• Medical plan including health & dental coverage
• Life and disability insurance
• Employee assistance program

We also have regular divisional socials, sports clubs not to mention the Ocado Technology Academy for a packed schedule of courses, conferences and events. If you think you have what it takes to make a difference, please submit your application below.