Supervisor, Robot Teleoperations Support

Symbotic • Wilmington, NC

78d • Remote

About The Position

We are looking for a Supervisor, Robot Teleoperations Support to join our Perception Infrastructure Engineering team. This position is responsible for managing day-to-day shift operations and leading a team of Robot Teleoperations Support Specialists. The team plays a vital role in supporting real-time robotic operations in dynamic, high-volume warehouse environments. The Perception Infrastructure Engineering team is a highly specialized group that enables real-time robot control and support across all active customer sites. PIE plays a critical role within the broader Perception organization, which is responsible for developing the cutting-edge algorithms that power robotic decision-making, localization, and autonomy.

Requirements

• Minimum of 5 years of experience in technical support, IT operations, robotics, or a related field.
• Minimum of 2 years in a supervisory, team lead, or operations management role.
• Strong technical proficiency with support dashboards, log analysis, scheduling tools, and productivity software (e.g., Excel, Tableau, Jira, Confluence, Teams).
• Excellent organizational, written, and verbal communication skills.
• Experience working in high-pressure, fast-paced operational environments.
• Ability to manage distributed teams across rotating shifts or 24/7 coverage.
• Strong decision-making skills and a clear sense of urgency.

Nice To Haves

• Familiarity with robotics, automation systems, or teleoperation platforms.
• Experience supporting real-time operations in logistics, warehouse, or industrial settings.
• Track record of implementing process improvements or training programs.
• Background in collaborating with engineering or software development teams.

Responsibilities

• Lead and Develop the Team: Supervise, coach, and mentor a team of Robot Teleoperations Support Specialists across multiple shifts. Provide clear expectations, real-time guidance, and ongoing development opportunities.
• Ensure Shift Coverage and Accountability: Manage shift planning and handoffs, ensuring all support queues are addressed and support activities are completed consistently and accurately.
• Escalation and Troubleshooting: Act as the primary escalation point for complex operational or technical challenges. Coordinate with engineering, software, and site teams as needed to resolve issues efficiently.
• Performance Monitoring: Track key team metrics including task completion, incident response time, and shift coverage. Identify trends, gaps, and areas for improvement.
• Cross-functional Collaboration: Work closely with internal engineering and software teams to test tools, suggest usability improvements, and contribute to feedback loops on internal support systems.
• Documentation and Reporting: Ensure accurate and thorough documentation of support activity, incident response, and shift transitions. Provide regular reporting on performance and support trends to leadership.
• Foster a Strong Team Culture: Promote a culture of responsiveness, precision, and continuous improvement. Set the tone for high standards, calm leadership, and collaborative problem-solving.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Machinery Manufacturing
• Number of Employees: 1,001-5,000 employees