Technical Support Supervisor
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Job Description
Technical Support Supervisor leading teams supporting Symbotic’s AI-powered warehouse automation systems. Managing SLAs, critical incidents, customer escalations, and proactive service improvements.
Responsibilities:
- Lead and develop the Technical Support team using KPI tracking, ticket audits, and targeted coaching
- Guide customer conversations to assess downtime and reinforce effective training, engagement, and site operating practices
- Drive proactive prevention through improved processes, monitoring, and enablement
- Own change management, including integrating new support functions and implementing a new CRM system
- Lead daily shift operations, coverage, queue velocity, and SLA adherence
- Serve as Duty Manager for high-priority incidents, managing communications, resources, escalations, and coordination
- Prioritize issues based on customer impact and contractual SLAs
- Establish and manage escalation bridges
- Provide executive-level summaries to stakeholders regarding next steps, timelines, and resolution ETAs
- Own customer relationships during escalations and critical events
- Ensure effective use of support tools to measure team activity, productivity, efficiency, and quality
- Build partnerships with Engineering, Commissioning, QA, Sales, and other teams
- Drive automation and tooling enhancements with engineering and tooling teams
- Participate in initiatives involving escalated issues, customer migrations, product testing, implementations, and training
- Own post-incident reviews, root cause analysis, and KPI trend analysis
- Translate insights into process improvements, documentation, and team enablement
- Identify recurring themes and systemic issues to advance proactive service delivery
Requirements:
- 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
- Strong understanding of Linux, Windows, PLCs, network troubleshooting, and mechanical/electrical drawings
- Demonstrated ability to remain calm under pressure while managing multiple high-priority issues
- Data-driven mindset with the ability to translate customer feedback into actionable improvements
- Strong partnership skills with the ability to act as a trusted advisor to customers
- Linux shell and scripting; task automation
- Ansible, Kubernetes, RabbitMQ
- SQL with ability to create and modify scripts
- Experienced leader who has operated through periods of organizational growth and increasing complexity
- Operational discipline and adaptability
- Ability to influence change collaboratively across customers and internal teams
- Technical credibility with strong people and operational leadership
- Valid driver's license and ability to drive and/or fly to client and other customer locations
- Ability to own a credit card and manage expenses personally for reimbursement
Benefits:
- Medical insurance
- Dental insurance
- Vision insurance
- Disability benefits
- 401K
- PTO
- Up to 15% travel may be required
- Expense reimbursement on a bi-weekly basis
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