Field Support Engineering Manager

Founded in 2017, Phantom Auto is the only company capable of remotely monitoring, guiding, and driving vehicles from thousands of miles away. Our technology is like Zoom for the physical world, and our customers are bestowing that same remote work privilege on their employees that formerly had to be physically inside vehicles to operate them.

We are an energetic and passionate team on a mission to build the future of remote operation. At Phantom, every day is a unique adventure as we work with the world’s leading automation companies. Because we work with global customers, we have the unique opportunity to work with many incredible vehicles and use cases.

As an early Phamily member, you will be instrumental in defining the foundations of our product and culture. If you are determined to take on the world’s most complex challenges and help build an industry-defining company, this is the opportunity for you.

As the Field Support Engineering Manager, you will be responsible for prioritizing customer issues, managing staff, expanding a field support team, creating scalable processes and coordinating with vendors and suppliers to affect our products and solutions. You are expected to work cross functionally as well as independently and within ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required. You will report directly to the Director of Customer Success.

Responsibilities:

• Maintain good customer relations, includes prompt response to customer requests and frequent customer/supplier contact
• Manage 24x7 support personnel and develop policies and procedures governing how to troubleshoot issues; including identification, documentation, distribution and resolution
• Manage the day-to-day operations of shifts and on call resources, ensuring the team is staffed and SLA commitments are met
• Provide oversight to field engineers and implementation services via phone, email, online meetings and occasional on-site visits
• Monitor and report on support team performance metrics such as frequency of issues reported, response time, etc. to establish individual and team goals
• Report, manage, and collaborate with other organizations such as Operations, Sales, Development teams, etc. for high priority issues
• Develop and maintain support and software distribution resources including a Knowledge Base and documents
• Hire, coach/mentor, develop and present training to personnel as needed
• Standardize an onboarding program to ensure new hires are productive and positioned for success
• Collaborate with other teams to test software updates, analyze logs and provide feedback
• Determine operational feasibility by problem definition, requirements, solution development and implementation goals
• Partner with development teams on complex issues or contact deflection initiatives
• Write tools/scripts to help the team, and/or work with leadership on process improvement and strategic initiatives
• Help to bring the voice of the customer into the development teams for recurring issues or feature requests
• Define solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments
• Develop and implement analytics to evaluate inefficiencies, identify trends, provide KPI reports and use that data to be proactive and drive change
• Help rapidly grow and scale in a dynamic, start-up environment
• Performs other duties and responsibilities as requested or required
  

Requirements:

• Bachelor’s Degree – preferably in Engineering, IT, business management or related field
• 5 years of experience in the software or hardware support field
• 3 years of managerial or lead duties
• Demonstrated ability to recruit, lead, and motivate support team members
• Strong leadership and people skills including one-on-one and team interactions
• Experience in creating business process, job guides, and user documentation
• Experience with mission critical, 24x7 systems
• Eagerness and willingness to be flexible
• Strong problem-solving and analytical skills
• Exceptional written and oral communication ability
• Exceptional organizational skills with the ability to manage and prioritize multiple, concurrent projects

• Proficiency in a ticketing system, Google Suite, Linux
• Travel up to 30% of the time
• Multi shift support management and flexibility
  

Preferred :

• Project management experience
• Familiarity with networking and network architecture
• Experience with robotic, autonomous or remotely operated systems
• Experience in a startup environment, creating new processes
• Multi-lingual (Spanish/English)

The pay for this position is up to $150,000 in addition to equity options. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. Also, certain positions are eligible for additional forms of compensation such as bonuses and options.

Benefits:

• Be part of an early start-up that's backed by industry-leading venture capitalists
• Competitive compensation package with early-stage equity at a high-growth startup
• Exceptional benefits: Employer-provided Medical, Dental, and Vision Insurance (medical 99% covered)
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Short-term / long term disability and life insurance
• Unlimited PTO
• 401K Retirement Plan
• Paid Holidays
• Healthy Work / Life Balance
• Company-sponsored events
• Pet-friendly workplace
• Free weekday lunches
• Employee Referral Program
• Cool Colleagues
• Incredible career growth potential
  

A Final Note

You do not need to match every listed expectation to apply for this position. Here at Phantom Auto, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skillsets.