Symbotic

Director, Software Engineering – Customer Integration

Wilmington, MA
May 15, 2026
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Job Description

What we need

We are looking for a Director of Customer Integration to lead a mission-critical function that sits at the intersection of software, operations, and customer delivery. This role owns how our core platform integrates with each customer’s warehouse and supply chain systems, ensuring reliable, scalable, and supportable solutions in highly operational environments. The scope spans new customer onboarding, ongoing production support for live sites, and evolving the operating model as customer count and site footprint scale rapidly. This leader must balance technical depth with strong customer-facing communication, make pragmatic architectural tradeoffs, and operate with urgency when systems directly impact physical warehouse operations.

What we do

The Customer Integration team bridges Symbotic’s core software platform with each customer’s unique technology landscape. While our core systems are consistent across customers, every customer brings different WMS, WES, legacy systems, data formats, and integration constraints. This team designs, builds, and supports the integration layer that enables those systems to communicate reliably, ranging from modern APIs to file-based and legacy interfaces. Beyond delivery, the team plays a critical role in production support, troubleshooting live issues, and continuously improving integration patterns so customer onboarding becomes faster, more reusable, and more resilient as the business scales.

What you’ll do

  • Lead the Customer Integration function, overseeing customer onboarding integrations as well as ongoing operational support for live sites.

  • Leverage AI-assisted development tools (e.g., Claude, copilots) to accelerate integration delivery, including rapid creation of internal tools, observability dashboards, and reusable integration components.

  • Act as an escalation leader during production incidents, system degradations, and customer-facing outages, driving rapid resolution and clear communication.

  • Partner closely with engineering, product, architecture, QA, support, site operations, and sales to align priorities and resolve ownership gaps across teams.

  • Make pragmatic architectural decisions that balance ideal designs with real-world constraints such as legacy systems, customer-specific requirements, and phased migrations.

  • Guide and mentor managers and senior engineers while shaping the future org structure as the team continues to grow.

  • Improve operating models, technical ownership boundaries, standards, and documentation to support scale and reduce “one-off” customer implementations.

  • Drive reuse and standardization where possible to accelerate customer onboarding, leveraging AI tools to generate and scale integration patterns and reduce one-off implementations.

  • Serve as a senior, customer-facing technical leader—clearly explaining complex issues, design tradeoffs, and risk during planning sessions and escalations.

  • Own prioritization decisions in an environment with competing customer demands, critical timelines, and 24×7 operational needs.

  • Influence post-incident reviews and corrective actions to ensure issues are addressed systemically and do not repeat

What you’ll need

  • Minimum 12 years of experience leading complex, customer-facing software, platform, or integration initiatives in mission-critical environments, such as 24×7 production systems tied directly to physical or operational outcomes.

  • At least 5 years of experience building, leading, and managing teams, including senior individual contributors and people managers.

  • Strong technical background in software integration, including APIs, data exchange patterns, legacy and modern systems, and enterprise environments.

  • Track record of introducing new technologies or tooling (including AI-assisted development) that materially improved engineering velocity, quality, or operational visibility.

  • Demonstrated ability to make practical architectural tradeoffs rather than only designing ideal-state solutions.

  • Experience working with or integrating warehouse, supply chain, logistics, or industrial systems (e.g., WMS, WES, WCS, robotics, automation platforms).

  • History of leading through production incidents, customer escalations, and post-incident remediation.

  • Ability to lead and influence across teams without direct reporting authority.

  • Comfort operating in ambiguity, fast growth, and high-urgency environments.

  • Strong customer-facing communication skills with the ability to explain complex technical topics to non-technical stakeholders.

  • Experience scaling teams, improving operating models, and evolving org structures as demand grows.

  • Backgrounds from warehouse automation, industrial software, logistics tech, enterprise SaaS with heavy customer integration, or IoT/edge-to-cloud platforms are a strong fit.

Our environment

  • Up to 10% travel may be required. 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. 

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