Symbotic · 5 hours ago
Supervisor, Technical Support
United States
Full-time
Remote
Mid, Senior Level
$87K/yr - $120K/yr
3+ years expSymbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. The Technical Support Supervisor is responsible for leading the day-to-day delivery of Technical Support services for active customer sites, overseeing the Technical Support team, and ensuring operational excellence and best-in-class support experience.
MobileRetailRoboticsSupply Chain ManagementWarehouse Automation
Responsibilities
Lead and develop the Technical Support team through a comprehensive performance framework that combines data-driven KPI tracking (e.g., MTTR, CSAT, ticket quality), qualitative ticket audits, and targeted coaching to drive continuous improvement and consistent delivery against departmental SLAs and service commitments
Guide customer conversations to assess downtime holistically, reinforcing that system availability depends not only on support response, but also on effective training, engagement, and site operating practices
Identify and drive opportunities to shift from reactive issue resolution to proactive prevention through improved processes, monitoring, and enablement
Own change management for the Technical Support organization, including integrating new support functions and leading the implementation of a new CRM system; proactively manage communication, training, adoption, and performance impacts to ensure smooth transitions and sustained operational excellence
Lead daily shift operations to ensure appropriate coverage, queue velocity, and adherence to established SLAs
Serve as Duty Manager for high-priority incidents, owning incident communication cadence, resource mobilization, escalation paths, and cross-functional coordination
Prioritize active and potential issues based on customer impact and contractual SLAs; establish and manage escalation bridges, including determining when and how to escalate
Provide clear, concise executive-level summaries to internal and external stakeholders, setting expectations around next steps, timelines, and resolution ETAs
Act as the high-stakes customer relationship owner during escalations and critical events, maintaining proactive, transparent communication and a strong understanding of customer business impact to guide prioritization and decision-making
Ensure effective use of support tools to capture activity, productivity, efficiency, and quality across the team
Build strong cross-functional partnerships with Engineering, Commissioning, QA, Sales, and other Symbotic teams to drive issue resolution and long-term operational improvements
Partner with engineering and tooling teams to drive automation and tooling enhancements that reduce manual effort and improve service efficiency
Participate in cross-functional initiatives related to escalated issues, customer migrations, product testing, implementations, and follow-up training
Own post-incident reviews, root cause analysis, and KPI trend analysis; translate insights into process improvements, updated documentation, and team-wide enablement
Drive operational maturity by identifying recurring themes, addressing systemic issues, and contributing to forward-looking planning that shifts the organization from reactive execution to proactive service delivery
Qualification
Required
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
Preferred
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
Brings operational discipline and structure while remaining adaptable
Not an early-stage startup profile; success in scaling environments is strongly preferred
Able to influence change collaboratively across customers and internal teams
Balances technical credibility with strong people and operational leadership
Benefits
Medical
Dental
Vision
Disability
401K
PTO
Other benefits
Company
Symbotic
Symbotic is a provider of integrated supply network automation solutions for warehouses and distribution centers.
501-1000 employees
H1B Sponsorship
Symbotic has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (66)
2024 (45)
2023 (45)
2022 (24)
2021 (19)
2020 (17)
Funding
Current Stage
Public CompanyTotal Funding
$1.36B2025-12-04Post Ipo Secondary· $192.5M
2025-12-04Post Ipo Equity· $357.5M
2024-02-21Post Ipo Secondary· $202.5M
Leadership Team
Carol Hibbard
Chief Financial Officer
Tom Ernst
Chief Financial Officer
Recent News
2026-01-16
The Motley Fool
2026-01-09
Company data provided by crunchbase