Job Description
The role involves leading and managing the technical support team responsible for maintaining the operational readiness of Aurora's autonomous vehicle fleet, including troubleshooting hardware and software issues, coordinating with various departments, and ensuring efficient incident resolution in a high-growth tech environment.
Key Responsibilities
- Manage and mentor the technical support team providing tier-1 and tier-2 solutions for the autonomous fleet
- Oversee and triage the service desk queue to ensure timely resolution of technical incidents
- Serve as the primary escalation point for complex technical issues in the fleet
- Coordinate communication between field operations, command center, and engineering teams
- Develop and implement support processes and workflows based on ITIL standards
- Conduct root cause analysis of recurring technical failures and collaborate on long-term fixes
- Maintain and update technical documentation and SOPs for fleet recovery and software deployment
- Track and analyze KPIs to support operational efficiency and user support
Requirements
- Five years of experience in a technical support leadership or Help Desk Lead role within a high-growth tech environment.
- Bachelor's degree or experience in a relevant field such as Information Technology, Computer Science, or equivalent experience.
- Three years of experience in team management overseeing at least 5 team members.
- Proficiency in technical areas including Linux, IT systems, hardware and software integrations, networking, lidar, and radar.
- Proven experience managing incident response and ticketing systems such as FireHydrant, Jira Service Management, or ServiceNow.
- Excellent communication skills with the ability to translate complex technical issues for non-technical stakeholders.
- Strong bias for action and the ability to make high-pressure decisions regarding vehicle safety and operational status.
Benefits & Perks
Base salary range: $108,000 - $155,000 per year
Annual bonus
Equity compensation
Hybrid work environment with in-office presence at least 3 days per week
Safety-focused organizational culture
Inclusive hiring practices and accommodations for disabilities
Ready to Apply?
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