24/7 Technical Support Operations Lead

Exol; United States; Remote; USD 87,000 - 120,000; Full time

Job summary

Symbotic is seeking a Technical Support Supervisor to lead the day-to-day delivery of Technical Support services across customer sites. You will oversee the team, ensure SLA adherence, and own incident communication and escalation while facilitating cross-functional collaboration for rapid resolution.

Ideal candidates will bring 3+ years in technical customer support, 1+ year in people leadership, and a track record of proactive service delivery in 24/7 environments; travel to client sites may

Qualifications

• Bachelor’s degree in Mechanical Engineering, CS, or related technical field; equivalent experience accepted.
• Minimum 1 year of people management or team leadership experience.
• Minimum 3 years supporting customers in a complex, fast-paced technical environment.
• Experience in a 24/7 support environment focused on customer success.
• Familiarity with control center software, dashboards, trend reports, and presenting findings.
• Strong understanding of Linux, Windows, PLCs, network troubleshooting, and mechanical/electrical drawings.
• Calm under pressure with multiple high-priority issues.
• Data-driven with ability to translate feedback into improvements.
• Strong partnership skills to act as trusted advisor to customers.

Responsibilities

• Lead and develop the Technical Support team through a performance framework with KPI tracking.
• Guide customer conversations to assess downtime and reinforce training and site practices.
• Identify opportunities to shift from reactive to proactive problem prevention.
• Own change management for the Technical Support organization and CRM implementation.
• Manage daily shift operations to meet SLAs and queue velocity.
• Serve as Duty Manager for high-priority incidents and coordinate escalation.
• Prioritize issues by customer impact and contractual SLAs; manage escalation bridges.
• Provide executive summaries to stakeholders with next steps and ETA expectations.
• Maintain proactive customer relationships during escalations and critical events.
• Ensure effective use of support tools to track activity, productivity, and quality.
• Build cross-functional partnerships to drive resolution and improvements.
• Partner with engineering to drive automation and tooling enhancements.
• Participate in cross-functional initiatives related to migrations, testing, and training.
• Own post-incident reviews and KPI trend analysis for process improvements.
• Drive operational maturity by addressing recurring themes and systemic issues.

Skills

Team leadership

Customer success

SLA management

Cross-functional collaboration

Data-driven mindset

Education

Bachelor's degree in a technical field

Tools

Ansible

Kubernetes

RabbitMQ

SQL

Linux

Job description

Symbotic is seeking a Technical Support Supervisor to lead the day-to-day delivery of Technical Support services across customer sites. You will oversee the team, ensure SLA adherence, and own incident communication and escalation while facilitating cross-functional collaboration for rapid resolution.

Ideal candidates will bring 3+ years in technical customer support, 1+ year in people leadership, and a track record of proactive service delivery in 24/7 environments; travel to client sites may