Technical Support Escalations Manager (Nights)

Exol

23h•$104,250 - $152,900•Remote

About The Position

The Escalation Manager leads customer-facing escalation management during high-impact incidents and operational events. Acting as the primary interface between customers and internal response teams, the role provides timely, accurate updates while allowing technical teams to focus on diagnosis and recovery. The manager unblocks response teams, coordinates cross-functional engagement, and manages external incident communications to maintain customer confidence and support effective technical response. The position is part of Symbotic’s Technical Support Team within the Service Operations Organization. The team supports the stand-up, performance, and ongoing operation of Symbotic systems at customer sites, including production-impacting controls, electrical, software, networking, and infrastructure concerns. It works with Engineering, Implementation, and Customer Operations to troubleshoot issues, perform root cause analysis, and develop sustainable solutions. The scheduled shift is Thursday through Saturday, and every other Wednesday, from 5 p.m. to 5 a.m. EST. Up to 15% travel may be required. Employees must have a valid driver’s license and be able to drive and/or fly to client and other customer locations. Business travel expenses are reimbursed according to program guidelines; a personal credit card may be needed until an eligible employee receives a corporate card. The posted base salary range is $104,250 to $152,900. Pay may vary based on job-related knowledge, skills, and experience. The compensation package includes medical, dental, vision, disability, 401(k), PTO, and/or other benefits.

Requirements

Bachelor’s degree in a related field or equivalent experience.
At least 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 clearly translating technical updates.
Excellent communication skills and ability to remain calm and credible under pressure.
Strong stakeholder management skills and ability to remove blockers to drive resolution.
Valid driver’s license and ability to drive and/or fly to client and other customer locations.

Responsibilities

Serve as the primary customer contact during escalated incidents.
Provide clear, structured updates tailored to customer audiences and manage expectations about timelines, impact, and next steps.
Handle inbound customer questions and requests without disrupting technical response efforts.
Maintain a professional presence during high-pressure customer interactions.
Ensure appropriate internal teams are engaged and unblocked throughout the incident lifecycle.
Identify and remove operational, procedural, and communication blockers affecting response teams.
Drive escalation paths when progress stalls or additional authority is needed.
Coordinate vendors, site teams, and internal stakeholders as needed.
Maintain situational awareness across parallel workstreams and communicate decisions, risks, and dependencies.
Guide incidents through defined escalation and response processes and 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.