Symbotic

Supervisor, Robot Teleoperations Support

Wilmington, MA
July 9, 2025
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Deadline date:

Job Description

What we need

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. 

What we do

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.

What you’ll do

  • 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 you’ll need

  • 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. 

 

Preferred

  • 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.

 

Our environment

  • May require participation in an on-call rotation or weekend/holiday shift coverage.

  • Role is mostly on-site, depending on team needs. Some remote work allowed.

  • 10% travel may be required for team training or support initiatives. 

 

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