Technical Support Manager

The future of the automotive industry is in connectivity, software, and services – and Autonomic is leading the charge. Autonomic created the Transportation Mobility Cloud (TMC) to provide automakers and developers with the first cloud platform specifically designed for the world’s automotive industry. Working closely with Ford Motor Company, we are combining the best of both worlds – Autonomic’s progressive approach to technology and Ford’s incredible and global scale – to enable the kind of driver experiences and business models that move us all forward.With over 13 million vehicles currently connected to the TMC and 10 billion signals being processed per day, our platform is a leading connected vehicle platform. We are shaping the future of mobility and would love to meet you. Join our innovative team to help create new possibilities for every vehicle on the road!Autonomic was founded in 2016 and acquired in 2018. Autonomic is a wholly owned subsidiary of Ford Motor Company.

Our Platform Operations Team is responsible for maintaining a system-wide, holistic view of the TMC to ensure our customers receive a consistent and exceptionally positive experience at all times. We maintain tools and infrastructure that elevate the reliability and efficiency of the platform. The team will work closely with all members of the platform operations organization to respond to customer requests, monitor production services, and ultimately minimize the overall amount of customer-facing incidents and interactions. 

Responsibilities:

• Directly manage a team of support engineers & Incident managers, including but not limited to communicating expectations, managing performance, developing individual and team goals, hiring and workforce planning, and maintaining depth and breadth of technical skills across the team to effectively support customer needs.
• Coach and mentor your team through a robust training program, host team and individual meetings, conduct semi-annual performance reviews, perform evaluations of customer interactions, develop individualized career pathing, and advocate for each member of your team.
• Responsible for Incident Management operational tasks.
• Oversee complex customer issues, while managing customer timelines and expectations, coordinating appropriate personnel, and driving prompt and pertinent customer communications until confirmed issue resolution.
• Oversee the monitoring of TMC services within the production environment — ensuring proper triage, resolution, and escalation of incidents as necessary.
• The team will employ advanced utilities and scripts created by Engineering to minimize production-impacting incidents.
• The team will assist in analyzing code to identify reported bugs and highly technical issues.
• The team will assist in the development of both an external and internal facing knowledge base.
• Helping the team to understand the underlying architecture of the TMC and apply our methodology effectively on client engagements.
• The team will analyze large datasets, including but not limited to tickets, incidents, alerts and logs, to identify and report trends to the Engineering organization and company leadership.
• The team will participate in an on-call rotation to triage high severity alerts after hours, when necessary.
• Other duties as assigned by the Director of Production Engineering.

Requirements:

• Excellent communication skills.
• 3+ years of leadership experience.
• 1+ years experience with cloud infrastructure (AWS).
• 5+ years of experience of incident management and highly technical support.
• Excellent relationship-building skills, including with executive levels.
• Basic understanding of using KPIs to measure team performance.
• Able to quickly learn new technical concepts and assimilate relevant data to make sound decisions.
• Able to work independently and efficiently to meet deadlines.
• Comfortable triaging events & alerts, conducting impact assessments, and determining next steps (based on internal controls and SOPs).
• A pragmatic problem-solver who can drive technical solutions that focus on our customers and business.
• A willingness to learn on the job and take on tasks as needed.
• Self-motivated, detail-oriented and organized.

Preferred Qualifications:

• Java / SDLC experience
• 1+ years experience working with large, enterprise customers
• Microservices knowledge

If you don't think you meet all of the criteria above but are still interested in the job, please apply. Nobody checks every box, and we're looking for someone who is passionate about shaping the future of connected vehicles at Autonomic! 

Our job positions are broken down internally based on job competencies that are specific to each role. Should you be hired with us, the job title that you are hired under may therefore differ slightly from what is advertised in this job posting to best align with the competencies of the role and your specific background and experience.

Compensation offered will be determined by factors such as location, job title, job-related knowledge, skills, education, training, and experience.

For California-based roles, the base salary hiring range for this position is $130,000 - $170,000.

For Washington-based roles, the base salary hiring range for this position is $120,000 - $165,000.

The hired applicant will be eligible to participate in our annual bonus program and equity substitute program (ESP). Employees and their families are covered by medical, dental, vision, basic life and disability insurance. Employees may also enroll in Autonomic’s 401(k) plan. Employees receive unlimited paid time off and 15 paid holidays throughout the calendar year. Autonomic’s compensation programs and employee benefits are subject to change from time to time.

We are currently hiring for this position to be based out of our office in either Palo Alto or Detroit, or to be performed remotely from Arizona, California, Connecticut, Illinois, Massachusetts, Michigan, Minnesota, Oregon, Nevada, Utah, or Washington.

Autonomic is committed to equal opportunity in employment and to fostering a diverse workforce, free from harassment and discrimination, in which all individuals are treated with respect and dignity.

Autonomic does not discriminate on the basis of any grounds prohibited by applicable laws. Autonomic’s equal employment opportunity and nondiscrimination policies apply to all employees, all applicants for employment, and all aspects of the employment relationship.

Accommodations for applicants with disabilities throughout the recruitment, selection and/or assessment processes, where needed, are available upon request. Please let us know if you need assistance completing or participating in the application process.

We consider diversity in our workforce to be an invaluable asset, and we strive to provide an inclusive work environment in which different ideas, perspectives, and beliefs are respected. It is the duty of every employee to assist Autonomic in maintaining this culture of inclusion.

Applicants who receive a job offer will undergo background checks. Autonomic complies with applicable laws regarding background checks, and applicants will be provided an opportunity to explain and correct any criminal history background information during the hiring process.

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