Technical Support Operations Supervisor

Roboticsconnected; United States; On-site; 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 at active customer sites. You will supervise the Support team, drive SLA adherence, and act as Duty Manager for high-priority incidents, coordinating with Engineering, Implementation, and Customer Operations.

The role focuses on leadership and operational execution, including post-incident reviews, KPI tracking, change management, and cross-functional collaboration to improve system

Qualifications

• Bachelor's degree in Mechanical Engineering, Computer Science, or related field.
• 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 with focus on customer success.
• Familiarity with Linux, Windows, PLCs, network troubleshooting, and drawings.

Responsibilities

• Lead and develop the Technical Support team with KPI-driven performance framework.
• Guide customer conversations to assess downtime and training needs.
• Identify proactive improvements through monitoring and processes.
• Own change management and CRM implementation with cross-functional coordination.
• Lead daily shift operations ensuring coverage and SLA adherence.
• Act as Duty Manager for major incidents and escalation planning.
• Provide executive-level summaries and maintain proactive customer relationships.
• Drive cross-functional partnerships to resolve issues and improve operations.

Skills

Linux

Windows

PLCs

Network troubleshooting

Electrical drawings

Data-driven mindset

Customer communication

Education

Bachelor's degree in Mechanical Engineering or Computer Science or related field

Tools

Ansible

Kubernetes

RabbitMQ

SQL

Job description

Symbotic is seeking a Technical Support Supervisor to lead the day-to-day delivery of Technical Support services at active customer sites. You will supervise the Support team, drive SLA adherence, and act as Duty Manager for high-priority incidents, coordinating with Engineering, Implementation, and Customer Operations.

The role focuses on leadership and operational execution, including post-incident reviews, KPI tracking, change management, and cross-functional collaboration to improve system