Key Responsibilities
* Develop and lead a team of specialized engineers to serve as technical liaisons between departments.
* Foster strong relationships across teams to ensure seamless issue resolution and knowledge transfer for our platform and systems.
* Build a high-performing team capable of handling complex technical challenges in autonomous systems.
Performance Metrics & Monitoring
* Design and implement metrics for support effectiveness (e.g. First Time Fix Rate, Time to Resolution, product quality metrics).
* Extend monitoring to improve organization-wide support efficiency.
* Establish tracking and reporting for system deployments.
Quality Analysis & Improvement
* Lead continuous improvement initiatives and analyze trends and support effectiveness.
* Drive changes in processes and tools.
Requirements include: Bachelor's Degree in Software Engineering or equivalent; 5+ years' experience with complex edge/cloud systems; strong software development background; proven experience with high-availability systems and robotics platforms; experience with incident management frameworks (ITIL); excellent analytical skills.