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 escalate.
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 cross-functional partnerships with Engineering, Commissioning, QA, Sales, and other Symbotic teams to drive issue resolution and long-term operational improvements.
Partner with engineering and tooling teams to drive automation and tooling enhancements that reduce manual effort and improve service efficiency.
Participate in cross-functional initiatives related to escalated issues, customer migrations, product testing, implementations, and follow-up training.
Own post-incident reviews, root cause analysis, and KPI trend analysis; translate insights into process improvements, updated documentation, and team-wide enablement.
Drive 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.

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.

Benefits

medical
dental
vision
disability
401K
PTO

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

KPI trackingMTTRCSATticket qualityLinuxWindowsPLCsnetwork troubleshootingmechanical drawingselectrical drawings

Soft Skills

people managementteam leadershipcustomer successcalm under pressurepartnership skillstrusted advisorcommunicationcoachingproblem-solvingproactive mindset