Technical Support Operations Lead (24/7)

Symbotic LLC; United States; Remote; USD 87,000 - 120,000; Full time

Benefits offered by this job

Travel up to 15%

Job summary

Symbotic is seeking a Technical Support Supervisor to lead the day-to-day delivery of Technical Support across active customer sites. You will guide the team, ensure SLA adherence, and act as Duty Manager for high-priority incidents, coordinating cross-functionally to enable engineers to resolve issues efficiently.

The role emphasizes leadership, operational execution, and continuous improvement, with a vision to elevate customer satisfaction and system reliability in a 24/7 environment.

Qualifications

• Bachelor’s degree in a technical field or equivalent experience.
• Minimum 1 year of people management or team leadership experience.
• Minimum 3 years supporting customers in a complex, fast-paced technical environment.
• Experience operating in a 24/7 support environment.
• Strong Linux, Windows, PLCs, network troubleshooting knowledge.

Responsibilities

• Lead and develop the Technical Support team with a KPI-based performance framework.
• Drive incident management, SLA adherence, and proactive process improvements.
• Own change management including CRM implementation and training.
• Provide executive summaries and manage escalations during high-priority events.
• Collaborate with Engineering, QA, Sales to drive issue resolution.

Skills

Team leadership

Customer support

Data-driven

Linux expertise

Network troubleshooting

Education

Bachelor’s degree or equivalent

Tools

Ansible

Kubernetes

RabbitMQ

SQL

Job description

Symbotic is seeking a Technical Support Supervisor to lead the day-to-day delivery of Technical Support across active customer sites. You will guide the team, ensure SLA adherence, and act as Duty Manager for high-priority incidents, coordinating cross-functionally to enable engineers to resolve issues efficiently.

The role emphasizes leadership, operational execution, and continuous improvement, with a vision to elevate customer satisfaction and system reliability in a 24/7 environment.