Supervisor, Technical Support

About this role

Who we are
With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility.

What we need

The Technical Support Supervisoris responsible forleading the day-to-day delivery of Technical Support services for active customer sites. This role oversees the Technical Support team, ensuring operational excellence, SLA adherence, and a best-in-class support experience for internal and external customers. The Supervisor serves as the Duty Manager for high-priority incidents, owning communication, escalation, and cross-functional coordination while enabling engineers to focus on resolution. The role is primarily focused on team leadership and operational execution rather than individual contributor work.

What we do

The Technical Support Team is part of the Service Operations Organization. The teamis responsible forour system stand-up and continued operation inside our clients’ sites. The teams work together to enhance the client relationship by providingtimelyfeedback and response to issues/concerns and finding solutions. Technical Support Teams encompass all aspects of oursystemfrom controls and electrical, to software and networking; ifit’sproduction-impacting, Technical Support willbe responsible forsolving the scenarios at hand.

Whatyou’lldo

• 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, reinforcingthat system availability depends not only on support response, but also on effective training, engagement, and site operating practices.

• Identifyand 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 integratingnew supportfunctions 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 ensureappropriate coverage,queuevelocity, and adherence toestablishedSLAs.

• 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;establishand manage escalation bridges, includingdeterminingwhen and how to escalate.

• Provide clear, concise executive-level summaries to internal and external stakeholders, setting expectations around next steps, timelines, andresolutionETAs.

• Act as the high-stakes customer relationship owner during escalations and critical events,maintainingproactive, 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 otherSymboticteams 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 byidentifyingrecurring themes, addressing systemic issues, and contributing to forward-looking planning that shifts the organization from reactive execution to proactive service delivery.

Whatyou’llneed

• 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.

• Experienceoperatingin 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.

Technical Skills (Preferred)

• Linux shell and scripting; task automation.

• Ansible, Kubernetes, RabbitMQ.

• SQL with ability to create andmodifyscripts.

Ideal Candidate Profile

• Experienced leader who hasoperatedthrough periods of organizational growth and increasing complexity.

• Brings operational discipline and structure whileremainingadaptable.

• 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.

Our Environment

• Up to 15% of travel may berequired. Employees must have a valid driver’s license and…