Engineering Manager, Tier 2 Support
Path Robotics, Columbus, Ohio
What you will do
- Lead and grow a highly motivated L2 Software Support team responsible for advanced troubleshooting and resolution of complex software issues
- Own the escalation path from L1 support, ensuring timely root-cause analysis and durable fixes
- Partner closely with engineering, systems integration, and product teams to drive issue resolution, reduce recurrence, and improve system stability
- Establish and refine support processes, tooling, and operational best practices (e.g., SLAs, incident response, postmortems)
- Act as a hands-on leader, mentoring engineers and providing technical guidance on complex production issues
- Drive improvements to monitoring, alerting, documentation, and runbooks to enable faster diagnosis and recovery
- Build a strong support engineering culture focused on accountability, continuous improvement, and customer impact