Technical Support Supervisor

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $87k - $119.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• 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