[Hiring] Technical Support Supervisor @Exol

Role Description

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.

What you’ll do

• 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.

Qualifications

• 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.

Technical Skills (Preferred)

• Linux shell and scripting; task automation.
• Ansible, Kubernetes, RabbitMQ.
• SQL with ability to create and modify scripts.

Ideal Candidate Profile

• Experienced leader who has operated through periods of organizational growth and increasing complexity.
• Brings operational discipline and structure while remaining adaptable.
• Not an early-stage startup profile; success in scaling environments is strongly preferred.
• Able to influence change collaboratively across customers and internal teams.
• Balances technical credibility with strong people and operational leadership.

Our Environment

• Up 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.
• The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.

Benefits

• Medical, dental, vision, disability, 401K, PTO and/or other benefits.