Technical Support Escalations Manager

Symbotic

Technical Support Escalations Manager guiding customer incidents for Symbotic’s AI-powered warehouse automation. Coordinating response teams, vendors, and stakeholders while maintaining customer confidence during outages.

Posted 8/11/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $108,000 - $148,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident management and customer escalation processes, ensuring effective communication and coordination among stakeholders. Proven ability to manage critical incidents while maintaining customer satisfaction and operational efficiency.

Highest-signal resume keywords

Incident ManagementCustomer Escalation ManagementCross-Functional CoordinationStakeholder ManagementCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Escalation FrameworksTechnical OperationsTechnical Account ManagementOperational Blocker RemovalIncident Lifecycle Management

Soft Skills

Excellent CommunicationCalm Under PressureConfidence-Building UpdatesExpectation ManagementProblem-Solving

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Enterprise CustomersCritical IncidentsPost-Incident ReviewsCustomer Communication PlaybooksVendor Coordination

About the role

Key responsibilities & impact

Serve as the primary point of contact for customers during escalated incidents.
Deliver clear, structured, confidence-building updates tailored to customer audiences.
Manage customer expectations around timelines, impact, and next steps.
Field inbound customer questions and requests to prevent disruption of technical response efforts.
Ensure appropriate internal teams are engaged and unblocked throughout the incident lifecycle.
Identify and remove operational, procedural, or communication blockers affecting response teams.
Drive escalation paths when progress stalls or additional authority is required.
Coordinate vendors, site teams, and internal stakeholders as needed.
Maintain situational awareness across parallel workstreams.
Ensure decisions, risks, and dependencies are clearly communicated.
Guide incidents through defined escalation and response processes.
Support structured handoffs as incidents evolve or transition between teams.
Partner with technical leads to ensure customer-facing summaries are accurate and aligned.
Track and communicate customer-relevant outcomes and commitments.
Support post-incident reviews focused on escalation effectiveness and communication quality.
Help refine customer communication playbooks and escalation protocols.

Requirements

What you’ll need

Bachelor’s degree in a related field or equivalent experience.
Minimum of 8 years supporting enterprise customers during critical incidents or outages.
Background in incident management, SRE, technical operations, or technical account management.
Strong understanding of escalation frameworks and cross-functional coordination.
Proven experience managing customer-facing escalations and translating technical updates clearly.
Excellent communication skills with the ability to stay calm and credible under pressure.
Strong stakeholder management and ability to remove blockers to drive resolution.
Up to 15% travel may be required.
Valid driver’s license and ability to drive and/or fly to client and other customer locations.
Personal credit card may be needed for business travel expenses during onboarding until a corporate card is issued.

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Disability benefits
401K
PTO
Business travel expenses reimbursed based on program guidelines
Eligible employees may receive a corporate credit card based on role and travel requirements