Engineering Manager, Tier 2 Support

Description

The company builds AI that lets robots adapt, learn, and work in real settings, helping close the shortage of skilled labor across industries.

Its systems combine perception, reasoning, and control to produce AI that is reliable, manages risk, and improves as robots operate in the field.

You will manage the Tier 2 support team, which investigates and fixes complex software faults in live production systems and works to stop them from returning. You will work with Product, Systems Integration, Robotics, and Customer Operations to keep systems dependable and customers satisfied.

Responsibilities

• Grow and lead a motivated L2 software support team that handles advanced troubleshooting and resolves complex software issues
• Take ownership of the escalation path from L1, making sure root-cause analysis happens quickly and fixes last
• Work alongside engineering, systems integration, and product to resolve issues, cut repeat incidents, and strengthen stability
• Set up and improve support processes, tools, and practices such as SLAs, incident response, and postmortems
• Mentor engineers and guide them technically on difficult production problems, while staying hands-on yourself
• Improve monitoring, alerting, documentation, and runbooks so issues are diagnosed and recovered from faster
• Build a team culture centred on accountability, continuous improvement, and the impact on customers

Requirements

• At least 5 years of experience leading and mentoring software or support engineering teams
• Strong ability to organize, prioritize, and motivate a team when production systems are under pressure
• Proven record supporting or maintaining large-scale, distributed, or production software systems
• Able to split your time between managing people and doing technical work when needed
• A systems-thinking approach, with a real concern for reliability, quality, and operational excellence

Benefits

• Free lunch every day
• Flexible paid time off that you can use when you need it
• Medical, dental, and vision coverage
• 6 weeks of fully paid parental leave, plus an extra 6 to 8 weeks for birthing parents (12 to 14 weeks in total)
• 401(k) retirement plan through Empower
• Generous referral bonuses for helping the company hire