Technical Support Supervisor

What we need 

The Technical Support Supervisor for operational sites plays a hands-on role in leading Technical Support team members, actively troubleshooting the system, becoming a system lead, by executing and maintaining best practices. A successful candidate will lead the day to day of the Engineers and Administrators to drive successful delivery of Technical Support services to active customer sites and drive a best-in-class support experience to internal and external customers. You will be looked to exhibit behaviors such as being resourceful, analytical, adaptable, and organized. 

What we do 

The Technical Support Supervisor plans, manages and reviews the delivery of Technical Support Services that drive outcomes aligned to Service Level Agreements and Business Goals for both Internal and External Customers.  The Technical Supervisor is also an escalation point; ensuring the Customer (Internal or External) receives a World Class Support Experience and is directly responsible for not only the Team Members that are assigned, but for Shift performance, SLAs & desired outcomes. 

What you’ll do 

• Timely communication with Customers (Internal & External) concerning status of support issues.  

• Prioritization of impacted / potential issues.  

• Escalation paths and determination of when to utilize and appropriate escalation paths including conference call bridge. 

• Understanding Customer Business Impact.  

• Communicate cross-functionally and able to establish prioritization based on Customer SLAs.  

• Able to provide Executive Summary to Internal & External Customers upon request.  

• Documentation & Accountability.  

• Setting clear expectations about next steps and timeframe (ETA).  

• Managing team to deliver against commitments.  

• Ensuring customer issues are resolved in a timely manner- Internal & External Customers.  

• Consistent delivery on established Departmental SLAs.  

• Proactive communication.  

• Developing Internal & External relationships.  

• Ensuring that the Technical Support Engineers are utilizing tools provided to capture activity, productivity and efficiency.  

• Coaching the Technical Support Engineers in areas of support that need development and / or enhancing current strengths.  

• Working collaboratively with other team members and members of other Symbotic teams such as Engineering, Commissioning, QA, and Sales.  

• Duties may also include working in conjunction with other team members on special teams or projects assigned to the Technical Support team such as escalated issues, customer migrations, product testing, implementations, and follow-up training of customers and newer support team members.  

What you’ll need 

• BS Mechanical Engineering or BS Computer Science preferred; or technical degree.  

• Minimum of 1 year management experience preferred.  

• Minimum of 3 years of customer relationship in a complex system / fast-paced environment.  

• Comfortable with control center software, trend reports, and presenting findings.  

• Competent in Linux, Windows, PLC, and network troubleshooting. 

• Understanding of mechanical and electrical drawings. 

• Experience running a highly functioning 24/7 support environment focused on customer success.  

• Strong ability to problem-solve technical issues and handle multiple high-priority tasks.  

• Experience with command of Linux shell and scripting; automated tasks; ansible; Kubernetes and practical application of management; RabbitMQ; SQL with ability to create and/or modify SQL scripts. 

• Self-starter, quick thinker and calm under pressure.  

• Data-driven and comfortable translating customer response into actionable items.  

• Teamwork skills and the ability to act as a strategic partner to the customer.  

• Advanced Excel and PowerPoint skills and proficient in Word and Outlook. 

Other Considerations  

• 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.