Remote Incident Escalation Manager — Tech Support

Symbotic; United States; Remote; USD 104,000 - 153,000; Full time

Job summary

Symbotic is seeking an Escalation Manager for its United States operations to lead customer‑facing escalation management during high‑impact incidents. You will be the primary interface between customers and internal response teams, ensuring timely, accurate updates while enabling technical teams to focus on diagnosis and recovery.

The role requires 8+ years supporting enterprise customers during critical incidents, with strong skills in incident management, cross‑functional coordination, and

Qualifications

• Bachelor’s degree or equivalent experience.
• Minimum of 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, and confidence‑building 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 operational, procedural, or communication blockers affecting response teams.
• Drive escalation paths when progress stalls or additional authority is required.
• Coordinate vendors, site teams, and internal stakeholders as needed.
• Maintain situational awareness across parallel workstreams.
• Ensure decisions, risks, and dependencies are clearly communicated.
• Guide the incident through defined escalation and response processes.
• Support structured handoffs as incidents evolve or transition between teams.
• Partner with technical leads to ensure customer‑facing summaries are accurate and aligned.
• Track and communicate customer‑relevant outcomes and commitments.
• Support post‑incident reviews with a focus on escalation effectiveness and communication quality.
• Help refine customer communication playbooks and escalation protocols.

Skills

Incident management

SRE

Technical operations

Technical account management

Escalation frameworks

Cross-functional coordination

Customer-facing escalations

Communication skills

Education

Bachelor’s degree or equivalent experience

Job description

Symbotic is seeking an Escalation Manager for its United States operations to lead customer‑facing escalation management during high‑impact incidents. You will be the primary interface between customers and internal response teams, ensuring timely, accurate updates while enabling technical teams to focus on diagnosis and recovery.

The role requires 8+ years supporting enterprise customers during critical incidents, with strong skills in incident management, cross‑functional coordination, and