Technical Operations Manager - Vehicle Reliability Engineering

Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer, get crucial goods where they need to go, and make mobility more efficient and accessible for all.

This high-leverage leadership position requires a technical operations expert to manage the onsite technical support team within the Vehicle Reliability Engineering team. You will be the central point of contact ("nerve center") for all technical escalations, directly responsible for user escalations, robust software and hardware troubleshooting, and ensuring the operational readiness of our autonomous fleet. The role involves critical coordination, bridging communication between field operations, the command center, and engineering teams.

This role is an onsite position based in Dallas, Texas, working Monday through Friday.

In this role, you will

• Leadership: Manage and mentor a team of software support technicians in providing efficient, tier-1 and tier-2 technical solutions for the Aurora autonomous fleet.
• Project Management: Manage the service desk queue, ensuring all technical incidents are triaged, tracked, and resolved within established SLAs.
• Technical Support: Serve as the primary escalation point for complex technical issues encountered by the autonomous vehicle fleet in the field.
• Stakeholder Communication: Reporting to senior management, collaborating with other departments (like operations, product, development, infrastructure), and keeping users informed.
• Strategic Planning: Anticipating future technical needs and planning for scalability and new technology. 
• Process Development: Develop and implement ITIL-based support processes and workflow improvements in partnership with Product and Engineering teams.
• Root Cause Analysis: Identify themes on recurring technical failures and collaborate with developers to implement long-term fixes.
• Training: Conduct regular training sessions for the support team to deepen their Linux, networking, and system troubleshooting skills.
• Knowledge Base: Own the technical documentation (Knowledge Base), ensuring SOPs for fleet recovery and software deployment are accurate and up-to-date.
• Metrics: Develop and track KPIs that are required to support the user base

Required Qualifications

• 5+ 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 (e.g. Information Technology, Computer Science, etc) 
• 3+ years of experience in team management (5+ team members)
• Proficient in technical areas like: Linux, IT systems, hardware/software integrations, networking, lidar/radar.