Supervisor, Technical Support

What we need 

The Technical Support Supervisor is responsible for leading 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 team is responsible for our system stand-up and continued operation inside our clients’ sites. The teams work together to enhance the client relationship by providing timely feedback and response to issues/concerns and finding solutions. Technical Support Teams encompass all aspects of our system from controls and electrical, to software and networking; if it’s production-impacting, Technical Support will be responsible for solving the scenarios at hand. 

What you’ll do 

• 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. 

What you’ll need 

• 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. 

Technical Skills (Preferred) 

• Linux shell and scripting; task automation.

• Ansible, Kubernetes, RabbitMQ.

• SQL with ability to create and modify scripts.

Ideal Candidate Profile 

• 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. 

Our Environment 

• Up to 15% of travel may be required. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations. 

• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.