Technical Support Operations Lead

Symbotic; Wilmington (MA); On-site; USD 87,000 - 120,000; Full time

Job summary

Symbotic is seeking an experienced Technical Support Supervisor to lead day-to-day delivery of technical support at active customer sites. You will oversee the team, maintain SLA adherence, and act as Duty Manager for high-priority incidents, coordinating cross-functionally with Engineering, Implementation and Customer Operations.

This role focuses on people leadership and operational execution, driving proactive service delivery, change management for a new CRM, and ongoing post-incident

Qualifications

• Bachelor’s degree or equivalent technical experience.
• Minimum 1 year of people management or team leadership experience.
• 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.
• Strong understanding of Linux, Windows, PLCs, network troubleshooting, and mechanical/electrical drawings.

Responsibilities

• Lead and develop the Technical Support team with KPI tracking and coaching.
• Guide customer conversations to assess downtime and training needs.
• Own change management and CRM system implementation.
• Lead daily shift operations to ensure SLA adherence.
• Serve as Duty Manager for high-priority incidents and coordinate escalations.
• Provide executive summaries to stakeholders with next steps and ETA.
• Collaborate cross-functionally with Engineering, QA, Sales to improve service.
• Conduct post-incident reviews and translate insights into improvements.

Skills

People leadership

Customer success mindset

Data-driven mindset

Cross-functional collaboration

Education

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

Tools

Linux

Windows

PLCs

Networking

Job description

Symbotic is seeking an experienced Technical Support Supervisor to lead day-to-day delivery of technical support at active customer sites. You will oversee the team, maintain SLA adherence, and act as Duty Manager for high-priority incidents, coordinating cross-functionally with Engineering, Implementation and Customer Operations.

This role focuses on people leadership and operational execution, driving proactive service delivery, change management for a new CRM, and ongoing post-incident