Autonomy Technical Support Associate

DoorDash USA•San Francisco, CA

About The Position

Autonomy Technical Support Associate at DoorDash Labs will ensure the successful daily operations of the robot fleet and act as a conduit between Operations and Engineering teams to report, track and resolve field operations issues. This role involves being a primary point of contact for software and hardware issues encountered during autonomy operations and testing, supporting the reliability of a live robotic fleet. The associate will perform initial debugging and troubleshooting to identify issues, implement mitigation steps, and ensure timely resolution of operational disruptions. They will partner closely with Robot Operations and Engineering teams to report anomalies, bugs, and faults with clear, actionable context to support efficient investigation and resolution. Additionally, the role contributes to maintaining and improving troubleshooting documentation, helping build a consistent and scalable knowledge base for issue resolution. The associate will support ongoing improvements to triage quality and workflows, helping the team operate more efficiently as fleet complexity and scale increase. They will identify recurring issues and patterns, contributing insights that help improve system performance and reduce future incidents. A key responsibility is to own and maintain the Failure Mode repository, a critical system of record powering triage, self-service, and automation workflows. The associate will continuously refine and evolve Failure Modes based on live issues, partnering with Operations and Engineering to improve triage quality, enable self-service, and support downstream automation and AI-driven workflows (e.g., issue categorization, resolution guidance).

Requirements

Experience troubleshooting and debugging complex technical issues in fast-paced, operational environments
Comfortable working with tools such as Linux command line, Jira, and GitHub (or similar systems) to investigate and track issues
Communicate clearly and effectively, with strong attention to detail when documenting issues and sharing context with cross-functional partners
Able to navigate ambiguity and make sound decisions under pressure, balancing speed with accuracy in real-time situations
Naturally curious and motivated to understand how systems work, with a desire to continuously learn and improve
Take ownership of your work and proactively look for ways to improve processes, workflows, and overall team efficiency

Nice To Haves

Flexible and willing to support operations across different shifts, including evenings or weekends as needed

Responsibilities

Act as a primary point of contact for software and hardware issues encountered during autonomy operations and testing, supporting the reliability of a live robotic fleet
Perform initial debugging and troubleshooting to identify issues, implement mitigation steps, and ensure timely resolution of operational disruptions
Partner closely with Robot Operations and Engineering teams to report anomalies, bugs, and faults with clear, actionable context to support efficient investigation and resolution
Contribute to maintaining and improving troubleshooting documentation, helping build a consistent and scalable knowledge base for issue resolution
Support ongoing improvements to triage quality and workflows, helping the team operate more efficiently as fleet complexity and scale increase
Identify recurring issues and patterns, contributing insights that help improve system performance and reduce future incidents
Own and maintain the Failure Mode repository, a critical system of record powering triage, self-service, and automation workflows
Continuously refine and evolve Failure Modes based on live issues, partnering with Operations and Engineering to improve triage quality, enable self-service, and support downstream automation and AI-driven workflows (e.g., issue categorization, resolution guidance)