Job#: 3036513
Job Description:
Develop, roll out, and enforce SOPs and SLAs for troubleshooting processes, escalation paths, ticket quality, and response times; ensure process adherence and escalate performance issues as needed.
Run operational rhythms such as daily stand-ups and shift handoffs, updating the team on new developments, policy changes, and key metrics; ensure clear daily handoff reports for subsequent shifts and leadership.
Collaborate with cross-functional engineering teams (e.g., AV Software, Hardware Systems, Embodied AI, Vehicle Integration, and other GM teams) to balance short-term mitigations with long-term design changes that improve fleet reliability.
Ensure the team is prepared for high-severity failures by running drills, developing training, and aligning with partner teams on SLAs and response expectations; build and maintain training modules to upskill Troubleshooting Experts and AVTOs.
Fulfill data requests and debug events of interest, including querying logs, validating hypotheses, and testing new features or fixes prior to rollout to refine behavior and mitigate regressions.
Maintain adequate support coverage, including filling gaps in coverage as needed, occasionally responding to duty locations outside the primary facility, and supporting mitigation and containment plans for major events.
Promote a culture of continuous improvement, using metrics, incident reviews, and feedback from operations, technicians, and engineers to refine processes, tools, and training across troubleshooting operations.
What you must have:
5+ years of experience in automotive, robotics, autonomous vehicles, consumer electronics, aerospace, or a related industry with a focus on technical operations, reliability, or fleet support.
Experience with productivity and incident tools such as JIRA, Confluence, Microsoft Office, CRM platforms, and/or similar fleet and incident management tools.
Demonstrated people leadership experience, such as supervising teams, leading shifts, or providing direction to integration engineers, technicians, or contractors in a fast-paced operational environment.
Excellent communication skills, including the ability to give and receive clear, prompt, and understandable verbal and written communication for large groups and varying audiences (e.g., AVTOs, technicians, engineers, and leadership).
Proven ability to stay calm, focused, and professional under pressure, including during incidents, escalations, and rapidly evolving situations.
Strong attention to detail and execution skills, with a track record of thorough documentation, follow-through, and ownership from issue identification through resolution.
Enthusiasm for self-driving technology and its potential impact on safety, accessibility, and the future of mobility.
Willingness to work nights, weekends, and a flexible schedule as needed to support ongoing operations, including occasional on-site work at designated facilities.
Bonus Points!
Previous experience managing or leading troubleshooting, NOC, or incident-response teams in automotive, robotics, AV, or technology industries.
Hands-on experience with PagerDuty or similar on-call/incident management tools for coordinating responses to high-severity events.
Extensive experience using JIRA and related tools to manage incidents, track failure modes, and drive engineering workstreams.
Experience with command line tools, SQL, GitHub, and software integration tools (e.g., INCA) supporting debugging, analysis, and system integration.
Background in customer-facing operations or technical support environments, with a strong customer-service mindset.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.
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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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