Supervisor, Technical Support

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

Who we are

With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility.

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 elevate.

• 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.

About Symbotic

Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. Symbotic reinvents the warehouse as a strategic asset for the world’s largest retail, wholesale, and food & beverage companies. Applying next-gen technology, high-density storage and machine learning to solve today’s complex distribution challenges, Symbotic enables companies to move goods with unmatched speed, agility, accuracy and efficiency. As the backbone of commerce the Symbotic platform transforms the flow of goods and the economics of supply chain for its customers. For more information, visit www.symbotic.com.

We are a community of innovators, collaborators and pioneers who embrace our differences, because we know unique perspectives make us stronger and smarter. Every perspective matters. We depend on the collective voices of our employees, customers and community to help guide us as we build a better place to work – for you and the world. That’s why we’re proud to be an equal opportunity employer.

We do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.

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.