Technical Support Lead Technician

Symbotic•USA Milpitas, CA

2d•Onsite

About The Position

We are looking for a Technical Support Lead Technician to join our Ohmni products team within our West Coast Technology Hub. Your job will be to own and evolve all post-sale technical support operations across OhmniCare, OhmniClean, and emerging healthcare robotics platforms. You will directly manage our support frameworks, KPIs, and tooling, while leading the organization’s transition into AI-driven support and automation workflows. This role functions as the node of accountability for technical support execution, quality, and transformation. The OhmniLabs team leads all hardware operations for Symbotic’s healthcare robotics products. We own the full physical lifecycle of our robots, including mechanical and electrical design, PCB development, prototyping, testing, product safety, regulatory compliance, and manufacturing transition. We work closely with software, product, and field teams to ensure seamless integration and reliable performance in hospitals and care environments. We also support production, deployments, and fleet readiness to keep systems running at their best. As a lean, highly collaborative team, we take a hands-on approach and contribute across a broad range of hardware engineering disciplines.

Requirements

Minimum of 5 years of experience in customer or technical support, ideally in robotics, hardware, or enterprise technology environments.
Minimum of 1 year of leadership, team-lead, or ownership responsibilities (formal management not required, but leadership in technical domains strongly preferred).
Strong proficiency in technical troubleshooting across hardware, firmware, networking, or robotics systems.
Demonstrated experience using AI tools, automation platforms, or scripting to streamline operational workflows; prior automation or process-building projects are a strong plus.
Strong project management, documentation, and analytical skills with ability to define KPIs, track performance, and improve operational outcomes.
Excellent communication and customer-facing skills; able to guide users through complex technical problems with clarity and empathy.
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.

Responsibilities

Troubleshoot and resolve complex hardware, robotics, and system-level issues with customer-side IT; partner with engineering teams to drive long-term fixes and product improvements.
Own and execute end-to-end post-sale technical support across all healthcare robotic product lines, ensuring SLA and KPI achievement (first response time, case resolution, CSAT, etc.).
Lead the technical transformation of Support by designing, piloting, and deploying AI-assisted workflows, automation tools, and next-generation issue-triage systems.
Maintain and improve all support infrastructure including ticketing systems, knowledge bases, diagnostics workflows, reporting dashboards, and support documentation.
Collaborate cross-functionally with Product, Hardware Engineering, Software Engineering, QA, and Customer Success to ensure rapid issue resolution and tight feedback loops.
Define support processes, documentation standards, and operational playbooks that scale across implementation engineers and future support personnel.