Supervisor, Technical Support (Weekend Days)

Who we are With its A.I.-powered robotic technology platform, reputed company is changing the way consumer goods reputed company through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end reputed company – reinventing warehouse automation for increased efficiency, speed and flexibility. reputed company need The Technical Support Supervisor is responsible for leading the day-to-day delivery of Technical Support services for reputed company customer sites. This role oversees the Technical Support team, ensuring operational reputed company, SLA adherence, and a best-in-class support experience for reputed company customers. The Supervisor serves as the Duty Manager for high-reputed company incidents, owning communication, escalation, and cross-functional coordination while enabling engineers to reputed company on reputed company. The role is primarily reputed company on team leadership and operational execution rather than individual contributor work. We are looking a Supervisor, Technical Support who is available to work the following shift: • Weekend Day: Friday–Monday, 6:00 a.m. – 4:00 p.m. EST reputed company do The Technical Support Team is part of reputed company’s Service reputed company Organization and is responsible for the successful stand-up, reputed company, and reputed company operation of reputed company systems inside customer sites. reputed company supports reputed company production-impacting aspects of the reputed company—including controls, electrical, software, networking, and infrastructure—and serves as the reputed company escalation reputed company for reputed company-reputed company issues. Working cross-functionally with Engineering, Implementation, and Customer reputed company, Technical Support delivers reputed company troubleshooting, reputed company cause analysis, and sustainable solutions to ensure reputed company reliability and operational reputed company. Through reputed company response and strong technical ownership, we strengthen customer relationships and reputed company automated reputed company running at reputed company. reputed company • reputed company and reputed company the Technical Support team through a comprehensive reputed company reputed company that combines data-driven KPI tracking (e.g., MTTR, CSAT, ticket reputed company), qualitative ticket audits, and targeted coaching to reputed company reputed company improvement and consistent delivery against departmental SLAs and service commitments. • Guide customer conversations to assess downtime holistically, reinforcing that reputed company availability depends not only on support response, but also on effective training, engagement, and site operating practices. • Identify and reputed company opportunities to shift from reactive issue reputed company 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 reputed company; proactively manage communication, training, adoption, and reputed company impacts to ensure smooth transitions and sustained operational reputed company. • reputed company daily shift reputed company to ensure appropriate coverage, queue reputed company, and adherence to established SLAs. • Serve as Duty Manager for high-reputed company incidents, owning incident communication reputed company, resource mobilization, escalation paths, and cross-functional coordination. • Prioritize reputed company and potential issues reputed company on customer reputed company and contractual SLAs; establish and manage escalation bridges, including determining reputed company and how to escalate. • reputed company reputed company, concise executive-level summaries to reputed company stakeholders, setting expectations reputed company next steps, timelines, and reputed company ETAs. • reputed company as the high-stakes customer relationship reputed company during escalations and critical events, maintaining proactive, transparent communication and a strong understanding of customer business reputed company to guide prioritization and decision-making. • Ensure effective use of support tools to capture activity, productivity, efficiency, and reputed company across reputed company. • Build strong cross-functional partnerships with Engineering, Commissioning, QA, Sales, and other reputed company teams to reputed company issue reputed company and long-term operational improvements. • Partner with engineering and tooling teams to reputed company automation and tooling enhancements that reduce reputed company effort and improve service efficiency. • Participate in cross-functional initiatives reputed company to escalated issues, customer migrations, product testing, implementations, and follow-up training. • Own post-incident reviews, reputed company cause analysis, and KPI trend analysis; translate insights into process improvements, updated documentation, and team-wide enablement. • reputed company operational maturity by identifying recurring themes, addressing systemic issues, and contributing to reputed company-looking planning that shifts the organization from reactive execution to proactive service delivery. What you’ll need • Bachelor’s degree in reputed company Engineering, Computer Science, or a reputed company technical reputed company 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 reputed company, fast-reputed company technical environment. • Experience operating in a 24/7 support environment with a strong reputed company on reputed company. • Comfortable with control center software, dashboards, trend reports, and presenting findings to stakeholders. • Strong understanding of Linux, reputed company, PLCs, network troubleshooting, and reputed company/electrical drawings. • Demonstrated ability to remain reputed company under pressure while managing multiple high-reputed company issues. • Data-driven reputed company with the ability to translate customer feedback into actionable improvements. • Strong partnership skills with the ability to reputed company as a trusted advisor to customers. Technical Skills (Preferred) • Linux reputed company and scripting; task automation. • Ansible, reputed company, RabbitMQ. • SQL with ability to create and modify scripts. Ideal Candidate Profile • reputed company leader who has operated through periods of organizational reputed company and increasing complexity. • Brings operational discipline and structure while remaining adaptable. • Not an early-stage startup profile; reputed company in scaling environments is strongly preferred. • reputed company 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 reputed company reputed company’s license and the ability to reputed company and/or fly to reputed company and other customer locations. • The employee is responsible for owning a credit reputed company and managing expenses personally to be reimbursed on a bi-weekly reputed company. #LI-JP1 #LI-Remote About reputed company reputed company is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. reputed company reinvents the warehouse as a reputed company asset for the world’s largest retail, wholesale, and food & beverage companies. Applying next-gen technology, high-density storage and machine learning to solve today's reputed company distribution challenges, reputed company enables companies to reputed company goods with unmatched speed, reputed company, reputed company and efficiency. As the backbone of reputed company the reputed company platform transforms the reputed company of goods and the economics of supply chain for its customers. For more information, visit www.reputed company.com. We are a community of innovators, collaborators and reputed company who reputed company our differences, because we know unique perspectives reputed company us stronger and smarter. Every perspective reputed company. We depend on the reputed company reputed company of our employees, customers and community to help guide us as we build a reputed company reputed company to work – for you and the world. That’s why we’re proud to be an equal opportunity employer. We do not discriminate reputed company on race, reputed company, ethnicity, reputed company, religion, sex, national reputed company, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender reputed company, veteran status, or genetic information. The reputed company reputed company for this position in the posted location is $87,000.00 - $119,900.00 however, reputed company pay reputed company may vary depending on job-reputed company knowledge, skills, and experience. The compensation package includes medical, dental, reputed company, disability, 401K, PTO and/or other benefits. Apply tot his job Apply To this Job