Supervisor Technical Support

7 hours agoSeniorSalary: 87K - 120KUnited States Remote Full Time Customer Support Jobs by Symbotic Inc.

Skills

Ansible Crm Incident Management Kpi Kubernetes Linux Network Troubleshooting Plc Rabbitmq Root-Cause Analysis Sla Sql Technical Support Windows

Candidate Availability

Remote · United States · Required

Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

You will lead day-to-day technical support for active customer sites. You will manage support operations, coach engineers, own high-priority incidents and escalations, improve support processes, analyze KPIs, and coordinate resolution with cross-functional stakeholders.

Requirements

Technical degree or equivalent technical experience
At least 1 year of people management or team leadership experience preferred
At least 3 years supporting customers in a complex technical environment
Experience in a 24/7 support environment
Knowledge of Linux, Windows, PLCs, network troubleshooting, and mechanical and electrical drawings
Experience with dashboards and trend reports
Linux shell scripting and task automation preferred
Ansible, Kubernetes, RabbitMQ, and SQL preferred

Responsibilities

Lead and develop the Technical Support team
Track KPIs, audit tickets, and coach team members
Guide customer conversations about downtime and system availability
Drive proactive prevention through processes, monitoring, and enablement
Lead support change management and CRM implementation
Manage shift coverage, queue velocity, and SLA adherence
Serve as Duty Manager for high-priority incidents
Manage escalation bridges and incident communications
Provide executive-level incident summaries
Own post-incident reviews, root cause analysis, and KPI trend analysis
Partner on automation and tooling enhancements

Benefits