Technical Support Escalations Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $108k - $148.5k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Support Engineer

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Symbotic

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

📦 Logistics

💼 Consulting

🍽️ Food & Beverage

Logistics • Consulting • Food & Beverage

Symbotic is an industrial automation company that provides an end-to-end, AI-powered warehouse automation platform combining autonomous mobile robots, advanced vision and sensing, and orchestration software to modernize supply chains. Its system integrates hardware and intelligent software to increase throughput, accuracy, and storage density for retail, grocery, CPG, and wholesale customers, solving labor constraints and operational inefficiencies in distribution and fulfillment operations.

📋 Description

• Serve as the primary point of contact for customers during escalated incidents. • Deliver clear, structured, confidence-building updates tailored to customer audiences. • Manage customer expectations around timelines, impact, and next steps. • Field inbound customer questions and requests to prevent disruption of technical response efforts. • Ensure appropriate internal teams are engaged and unblocked throughout the incident lifecycle. • Identify and remove operational, procedural, or communication blockers affecting response teams. • Drive escalation paths when progress stalls or additional authority is required. • Coordinate vendors, site teams, and internal stakeholders as needed. • Maintain situational awareness across parallel workstreams. • Ensure decisions, risks, and dependencies are clearly communicated. • Guide incidents through defined escalation and response processes. • Support structured handoffs as incidents evolve or transition between teams. • Partner with technical leads to ensure customer-facing summaries are accurate and aligned. • Track and communicate customer-relevant outcomes and commitments. • Support post-incident reviews focused on escalation effectiveness and communication quality. • Help refine customer communication playbooks and escalation protocols.

🎯 Requirements

• Bachelor’s degree in a related field or equivalent experience. • Minimum of 8 years supporting enterprise customers during critical incidents or outages. • Background in incident management, SRE, technical operations, or technical account management. • Strong understanding of escalation frameworks and cross-functional coordination. • Proven experience managing customer-facing escalations and translating technical updates clearly. • Excellent communication skills with the ability to stay calm and credible under pressure. • Strong stakeholder management and ability to remove blockers to drive resolution. • Up to 15% travel may be required. • Valid driver’s license and ability to drive and/or fly to client and other customer locations. • Personal credit card may be needed for business travel expenses during onboarding until a corporate card is issued.

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Disability benefits • 401K • PTO • Business travel expenses reimbursed based on program guidelines • Eligible employees may receive a corporate credit card based on role and travel requirements