Supervisor, Technical Support

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.

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.

The Technical Support Team is part of Symbotic’s Service Operations Organization and is responsible for the successful stand‑up, performance, and continuous operation of Symbotic systems inside customer sites. Our team supports all production-impacting aspects of the system—including controls, electrical, software, networking, and infrastructure—and serves as the primary escalation point for real-time system issues. Working cross-functionally with Engineering, Implementation, and Customer Operations, Technical Support delivers timely troubleshooting, root cause analysis, and sustainable solutions to ensure system reliability and operational excellence.

Through rapid response and strong technical ownership, we strengthen customer relationships and keep automated operations running at peak performance.

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 elevate. 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…