Incident Command Manager - Tech Support Escalations

Symbotic LLC; United States; Remote; USD 108,000 - 149,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K

PTO

Job summary

Symbotic LLC is seeking an Escalation Manager to lead customer-facing escalation management during high-impact incidents. You will serve as the primary interface between customers and internal response teams, ensuring timely updates and keeping technical work focused on diagnosis and recovery.

The role supports cross-functional collaboration with Engineering, Implementation and Customer Operations, delivering structured updates and managing expectations throughout incident lifecycles.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 8+ years supporting enterprise customers during critical incidents or outages.
• Background in incident management, SRE, technical operations, or technical account management.
• Strong understanding of escalation frameworks and cross-functional coordination.
• Proven experience managing customer-facing escalations and translating technical updates clearly.
• Excellent communication skills with the ability to stay calm and credible under pressure.
• Strong stakeholder management and ability to remove blockers to drive resolution.

Responsibilities

• Serve as the primary point of contact for customers during escalated incidents.
• Deliver clear, structured updates tailored to customer audiences.
• Manage customer expectations around timelines, impact, and next steps.
• Field inbound customer questions and requests to prevent disruption of technical response efforts.
• Maintain professional presence during high-pressure customer interactions.
• Ensure the appropriate internal teams are engaged and unblocked throughout the incident lifecycle.
• Identify and remove blockers affecting response teams.
• Coordinate vendors, site teams, and internal stakeholders as needed.
• Maintain situational awareness across parallel workstreams.
• Guide the incident through escalation and response processes.
• Support post-incident reviews with a focus on escalation effectiveness and communication quality.

Skills

Incident management

Cross-functional coordination

Customer-facing escalations

Communication

Stakeholder management

Education

Bachelor's degree

Job description

Symbotic LLC is seeking an Escalation Manager to lead customer-facing escalation management during high-impact incidents. You will serve as the primary interface between customers and internal response teams, ensuring timely updates and keeping technical work focused on diagnosis and recovery.

The role supports cross-functional collaboration with Engineering, Implementation and Customer Operations, delivering structured updates and managing expectations throughout incident lifecycles.