About the Role
This role is responsible for building and managing a comprehensive support framework that enables rapid issue resolution, continuous service improvement, and seamless coordination across technical and operational teams supporting autonomous driving systems.
Responsibilities
- Design and implement a unified support strategy for enterprise-level technical operations
- Establish performance metrics and service level agreements for support teams
- Lead cross-functional initiatives to improve system uptime and response efficiency
- Develop training programs for support personnel across multiple locations
- Coordinate escalation management during critical system incidents
- Drive process improvements using data-driven insights and feedback loops
- Manage vendor relationships for third-party support services
- Oversee documentation standards for troubleshooting and resolution workflows
- Ensure compliance with safety and operational regulations
- Facilitate communication between engineering, field operations, and customer success teams
- Implement support tools and ticketing systems to streamline workflows
- Monitor key performance indicators and report on support effectiveness
- Lead root cause analysis for recurring technical issues
- Scale support infrastructure in alignment with fleet growth
- Promote a culture of accountability and continuous learning within support teams
Nice to Have
- Master's degree in engineering, business, or operations management
- Experience in autonomous vehicle or robotics support ecosystems
- Certification in project management or service operations
- Background in safety-critical operational environments
- Knowledge of fleet management systems or telematics platforms
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexible location options
Team
Part of the operations leadership team focused on scaling support infrastructure
About the Team
This position supports a dedicated operations group focused on maintaining high availability and performance of autonomous systems through proactive monitoring, rapid response protocols, and continuous improvement cycles.
What We Value
We prioritize clear communication, data-informed decision making, operational rigor, and a commitment to safety and reliability in all support activities.
Available for qualified candidates
