Technical Support Escalations Manager (Nights)

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

Job summary

Symbotic 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 while technical teams diagnose and recover.

The role requires 8+ years supporting enterprise customers during critical outages, strong incident management background, and excellent communication to keep stakeholders informed and confident.

Qualifications

• Bachelor's degree or equivalent required.
• 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 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 escalation and response processes.
• Support post-incident reviews with a focus on escalation effectiveness and communication quality.
• Help refine customer communication playbooks and escalation protocols.

Skills

Incident management

Cross-functional coordination

Customer-facing communication

Escalation frameworks

Stakeholder management

Education

Bachelor's degree or equivalent

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 Escalation Manager is responsible for leading customer-facing escalation management during high-impact incidents and operational events. This role serves as the primary interface between the customer and internal response teams, ensuring timely, accurate updates while allowing technical teams to remain focused on diagnosis and recovery. The Escalation Manager unblocks response teams, coordinates cross-functional engagement, and manages the external “incident choreography” so that technical work proceeds without distraction and customers maintain confidence in the response.

We are hiring for the following shift: Thu - Sat (every other Wed) | 5 pm - 5 am EST

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

• 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.

What you’ll need

• Bachelor’s degree in a related field 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.

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. Employees may be required to use a personal credit card for business travel expenses, which are reimbursed based on the program guidelines. Eligible employees may receive a corporate credit card based on role and travel requirements, but a personal credit card may be needed during onboarding until the corporate card is issued.

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.

Compensation

The base range for this position in the posted location is $104,250.00 - $152,900.00 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.