Remote Technical Support Lead — 24/7 Operations

Symbotic; Northern (KY); Hybrid; USD 87,000 - 120,000; Full time

Job summary

Symbotic is seeking a Technical Support Supervisor to lead the day-to-day delivery of services across active customer sites, ensuring SLA adherence and a best-in-class support experience. The role focuses on team leadership and operational execution rather than individual contributor work.

You will manage incident communications, drive proactive improvements, and coordinate with Engineering, Implementation, and Customer Operations to keep systems running smoothly, including ongoing guidance for

Qualifications

• Bachelor's degree or equivalent technical experience required.
• Experience leading teams in a technical support environment is preferred.
• Strong analytical and data-driven mindset for KPI tracking and improvement.
• Familiarity with 24/7 support operations and incident management.
• Proficiency with Linux, Windows, and networking concepts.

Responsibilities

• Lead and develop the Technical Support team with KPI tracking and coaching.
• Own incident communications, escalation paths, and cross-functional coordination.
• Drive proactive improvements through monitoring, processes, and enablement.
• Manage change initiatives, including new CRM integration and training.
• Oversee daily shift operations to ensure coverage and SLA adherence.
• Act as Duty Manager for high-priority incidents and executive summaries.

Skills

Linux scripting

Ansible

Kubernetes

RabbitMQ

SQL scripting

Education

Bachelor's degree in Mechanical Engineering, Computer Science, or a related technical field

Job description

Symbotic is seeking a Technical Support Supervisor to lead the day-to-day delivery of services across active customer sites, ensuring SLA adherence and a best-in-class support experience. The role focuses on team leadership and operational execution rather than individual contributor work.

You will manage incident communications, drive proactive improvements, and coordinate with Engineering, Implementation, and Customer Operations to keep systems running smoothly, including ongoing guidance for