Technical Support Operations Lead

symbotic; 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 at active customer sites. This role oversees the team, ensuring SLA adherence and a best-in-class support experience for internal and external customers.

The supervisor acts as Duty Manager for high-priority incidents, owning communication and escalation while enabling engineers to focus on resolution. The role focuses on team leadership and operational execution, building strong

Qualifications

• 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.

Responsibilities

• Lead and develop the Technical Support team through performance frameworks and KPI tracking.
• Guide customer conversations to assess downtime holistically and reinforce training and site practices.
• Identify opportunities to shift from reactive to proactive issue prevention through processes and monitoring.
• Own change management for the Technical Support organization, including CRM implementation and training.
• Lead daily shift operations to ensure coverage and SLA adherence.
• Serve as Duty Manager for high‑priority incidents with escalation and cross‑functional coordination.
• Provide executive-level summaries to stakeholders with next steps and resolution ETAs.
• Act as customer relationship owner during escalations and critical events.
• Collaborate with Engineering, QA, Sales and other teams for improvements and automation.

Skills

People management

KPI tracking

24/7 support

Customer success

Communication

Incident management

Education

Bachelor’s in Mechanical Engineering, CS, or related

Tools

Linux

Ansible

Kubernetes

RabbitMQ

Job description

Symbotic is seeking a Technical Support Supervisor to lead the day-to-day delivery of Technical Support at active customer sites. This role oversees the team, ensuring SLA adherence and a best-in-class support experience for internal and external customers.

The supervisor acts as Duty Manager for high-priority incidents, owning communication and escalation while enabling engineers to focus on resolution. The role focuses on team leadership and operational execution, building strong