Support Manager, Sonny Team

Tutor Intelligence • Watertown, MA

8d • Onsite

About The Position

Tutor Intelligence is a robotics research and deployment company that designs and manufactures robot hardware, trains its own AI models, works with end customers, and maintains its fleet across the United States. The Support Manager, Sonny Team leads daily support for the Sonny robot platform, which is remotely operated and deployed in customer facilities. The position builds and develops the support approach for a platform whose support processes are still being established.

The role owns the people, shifts, and quality of support tickets for Sonny. It leads the Sonny operator and support team and directs outside support agents assigned to the platform. The manager works to close coverage gaps before they become problems, ensure hardware issues reach maintenance with actionable details, and provide a weekly report on team and platform performance. The work directly affects customer production floors. This position reports to the Head of Robot Operations and Reliability and is based in the Watertown, Massachusetts office, with a primary day shift and flexibility to cover gaps when needed.

Requirements

• At least 3 years of experience in technical support, operations, or a similar fast-paced technical environment.
• At least 1 year of experience leading a team or shift, formally or informally.
• A track record of coaching people and helping them improve.
• Comfort using ticketing systems, schedules, and operational data in spreadsheets.
• Clear, calm communication with operators, engineers, and leadership.
• Ability to pick up new software and AI tools quickly.
• Ability to work in the Watertown, Massachusetts office on a primary day shift, with flexibility to cover gaps when needed.

Nice To Haves

• Experience in robotics, automation, remote operations, manufacturing, or logistics.
• Experience building a schedule, process, or training program that a team continues to use.
• Experience running support for a product in its early days, while processes and rules were still being established.

Responsibilities

• Lead daily support for the Sonny platform, including the team, shifts, and quality of every ticket.
• Lead and coach the Sonny operator and support team, helping team members improve.
• Direct outside support agents assigned to the Sonny platform.
• Identify and close coverage gaps before they become problems.
• Ensure hardware issues are relayed to maintenance with the details needed to act.
• Prepare a weekly report on team and platform performance.
• Build and develop the support processes for the Sonny platform.

Benefits

• Fully employer-covered health insurance.
• Managed 401(k).
• Unlimited PTO and all federal holidays off for full-time salaried employees.
• For hourly employees, 16 or more accrued paid time-off days and 1.5x pay on federal holidays.
• Regular in-office meals and team social events throughout the year.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed