{"id":1909574,"url":"https://alion.io/job/symbotic-supervisor-technical-support","title":"Supervisor, Technical Support","company":{"id":5383,"name":"Symbotic","domain":"symbotic.com","url":"https://alion.io/company/symbotic","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":94,"open_postings":4,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-06T05:45:30Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":87000,"max":119900,"currency":"USD","period":"year","gross":null,"usd_annual":119900},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Ansible","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"Machine Learning","optional":false},{"name":"RabbitMQ","optional":false},{"name":"SQL","optional":false},{"name":"SLI/SLO/SLA","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-05T14:08:02Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-06T22:21:43Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Who we are\nWith 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.\nWhat we need\nThe 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.\nWhat we do\nThe 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.\nWhat you’ll do\nLead 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\nGuide 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. \nIdentify and drive opportunities to shift from reactive issue resolution to proactive prevention through improved processes, monitoring, and enablement.\nOwn 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.\nLead daily shift operations to ensure appropriate coverage, queue velocity, and adherence to established SLAs.\nServe as Duty Manager for high-priority incidents, owning incident communication cadence, resource mobilization, escalation paths, and cross-functional coordination.\nPrioritize active and potential issues based on customer impact and contractual SLAs; establish and manage escalation bridges, including determining when and how to escalate.\nProvide clear, concise executive-level summaries to internal and external stakeholders, setting expectations around next steps, timelines, and resolution ETAs.\nAct 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.\nEnsure effective use of support tools to capture activity, productivity, efficiency, and quality across the team.\nBuild strong cross-functional partnerships with Engineering, Commissioning, QA, Sales, and other Symbotic teams to drive issue resolution and long-term operational improvements.\nPartner with engineering and tooling teams to drive automation and tooling enhancements that reduce manual effort and improve service efficiency.\nParticipate in cross-functional initiatives related to escalated issues, customer migrations, product testing, implementations, and follow-up training.\nOwn post-incident reviews, root cause analysis, and KPI trend analysis; translate insights into process improvements, updated documentation, and team-wide enablement.\nDrive 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.\nWhat you’ll need\nBachelor’s degree in Mechanical Engineering, Computer Science, or a related technical field preferred; equivalent technical experience considered.\nMinimum of 1 year of people management or team leadership experience preferred.\nMinimum of 3 years supporting customers in a complex, fast-paced technical environment.\nExperience operating in a 24/7 support environment with a strong focus on customer success.\nComfortable with control center software, dashboards, trend reports, and presenting findings to stakeholders.\nStrong understanding of Linux, Windows, PLCs, network troubleshooting, and mechanical/electrical drawings.\nDemonstrated ability to remain calm under pressure while managing multiple high-priority issues.\nData-driven mindset with the ability to translate customer feedback into actionable improvements.\nStrong partnership skills with the ability to act as a trusted advisor to customers.\nTechnical Skills (Preferred)\nLinux shell and scripting; task automation\nAnsible, Kubernetes, RabbitMQ\nSQL with ability to create and modify scripts\nIdeal Candidate Profile\nExperienced leader who has operated through periods of organizational growth and increasing complexity.\nBrings operational discipline and structure while remaining adaptable.\nNot an early-stage startup profile; success in scaling environments is strongly preferred.\nAble to influence change collaboratively across customers and internal teams.\nBalances technical credibility with strong people and operational leadership.\nOur Environment\nUp 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.\nThe employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.\nAbout Symbotic\nSymbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. Symbotic reinvents the warehouse as a strategic asset for the world’s largest retail, wholesale, and food & beverage companies. Applying next-gen technology, high-density storage and machine learning to solve today's complex distribution challenges, Symbotic enables companies to move goods with unmatched speed, agility, accuracy and efficiency. As the backbone of commerce the Symbotic platform transforms the flow of goods and the economics of supply chain for its customers. For more information, visit www.symbotic.com.\nWe are a community of innovators, collaborators and pioneers who embrace our differences, because we know unique perspectives make us stronger and smarter. Every perspective matters. We depend on the collective voices of our employees, customers and community to help guide us as we build a better place to work - for you and the world. That’s why we’re proud to be an equal opportunity employer.\nWe do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.\nThe base range for this position in the posted location is $87,000.00 - $119,900.00 however, base pay offered may vary depending on job-related knowledge, skills, and experience. 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