Supervisor, Technical Support

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

Supervisor, Technical Support

USA Remote & Travel

Time type: full time

What we need

The Technical Support Supervisor is responsible for leading the day-to-day delivery of Technical Support services for active customer sites. This role oversees the Technical Support team, ensuring operational excellence, SLA adherence, and a best-in-class support experience for internal and external customers. The Supervisor serves as the Duty Manager for high-priority incidents, owning communication, escalation, and cross-functional coordination while enabling engineers to focus on resolution. The role is primarily focused on team leadership and operational execution rather than individual contributor work.

What we do

The Technical Support Team is part of Symbotic’s Service Operations Organization and is responsible for the successful stand-up, performance, and continuous operation of Symbotic systems inside customer sites. Our team supports all production-impacting aspects of the system—including controls, electrical, software, networking, and infrastructure—and serves as the primary escalation point for real-time system issues. Working cross-functionally with Engineering, Implementation, and Customer Operations, Technical Support delivers timely troubleshooting, root cause analysis, and sustainable solutions to ensure system reliability and operational excellence. Through rapid response and strong technical ownership, we strengthen customer relationships and keep automated operations running at peak performance.

What you’ll do

• Lead and develop the Technical Support team through a comprehensive performance framework that combines data-driven KPI tracking (e.g., MTTR, CSAT, ticket quality), qualitative ticket audits, and targeted coaching to drive continuous improvement and consistent delivery against departmental SLAs and service commitments
• Guide customer conversations to assess downtime holistically, reinforcing that system availability depends not only on support response, but also on effective training, engagement, and site operating practices.
• Identify and drive opportunities to shift from reactive issue resolution to proactive prevention through improved processes, monitoring, and enablement.
• Own change management for the Technical Support organization, including integrating new support functions and leading the implementation of a new CRM system; proactively manage communication, training, adoption, and performance impacts to ensure smooth transitions and sustained operational excellence.
• Lead daily shift operations to ensure appropriate coverage, queue velocity, and adherence to established SLAs.
• Serve as Duty Manager for high-priority incidents, owning incident communication cadence, resource mobilization, escalation paths, and cross-functional coordination.
• Prioritize active and potential issues based on customer impact and contractual SLAs; establish and manage escalation bridges, including determining when and how to escalation.
• Provide clear, concise executive-level summaries to internal and external stakeholders, setting expectations around next steps, timelines, and resolution ETAs.
• Act as the high-stakes customer relationship owner during escalations and critical events, maintaining proactive, transparent communication and a strong understanding of customer business impact to guide prioritization and decision-making.
• Ensure effective use of support tools to capture activity, productivity, efficiency, and quality across the team.
• Build strong cross-functional partnerships with Engineering, Commissioning, QA, Sales, and other Symbotic teams to drive issue resolution and long-term operational improvements.
• Partner with engineering and tooling teams to drive automation and tooling enhancements that reduce manual effort and improve service efficiency.
• Participate in cross-functional initiatives related to escalated issues, customer migrations, product testing, implementations, and follow-up training.
• Own post-incident reviews, root cause analysis, and KPI trend analysis; translate insights into process improvements, updated documentation, and team-wide enablement.
• Drive operational maturity by identifying recurring themes, addressing systemic issues, and contributing to forward-looking planning that shifts the organization from reactive execution to proactive service delivery.

What you’ll need

• Bachelor’s degree in Mechanical Engineering, Computer Science, or a related technical field preferred; equivalent technical experience considered.
• Minimum of 1 year of people management or team leadership experience preferred.
• Minimum of 3 years supporting customers in a complex, fast-paced technical environment.
• Experience operating in a 24/7 support environment with a strong focus on customer success.
• Comfortable with control center software, dashboards, trend reports, and presenting findings to stakeholders.
• Strong understanding of Linux, Windows, PLCs, network troubleshooting, and mechanical/electrical drawings.
• Demonstrated ability to remain calm under pressure while managing multiple high-priority issues.
• Data-driven mindset with the ability to translate customer feedback into actionable improvements.
• Strong partnership skills with the ability to act as a trusted advisor to customers.

Technical Skills (Preferred)

• Linux shell and scripting; task automation
• Ansible, Kubernetes, RabbitMQ
• SQL with ability to create and modify scripts

Ideal Candidate Profile

• Experienced leader who has operated through periods of organizational growth and increasing complexity.
• Brings operational discipline and structure while remaining adaptable.
• Not an early-stage startup profile; success in scaling environments is strongly preferred.
• Able to influence change collaboratively across customers and internal teams.
• Balances technical credibility with strong people and operational leadership.

Our Environment

• Up to 15% of travel may be required. Employees must have a valid driver's license and the ability to drive and/or fly to client and other customer locations.
• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.

The base range for this position in the posted location is $87,000.00 - $119,900.00 however, base pay offered may vary depending on job-related knowledge, skills, and experience. The compensation package includes medical, dental, vision, disability, 401K, PTO and/or other benefits.