Associate Manager, Cell Software Support

What to Expect

The Associate Manager, Software Support is responsible for leading our Support function for all software deployed in the 4680, Cathode, Lithium factories. This leader will provide production support and drive continuous improvement across our software platforms. This role will also be responsible for leading and mentoring the 24/7 shift of Support Technicians and Support Engineers on the team, helping them grow personally and professionally. You will sit at the intersection of software reliability and factory production needs, with a direct impact on production output. Success means fewer recurring issues and consistency in support provided across all shifts.

What You’ll Do

• Manage an expert team tasked with maintaining the health of our software systems
• Build and monitor troubleshooting software platforms – to detect potential issues and respond swiftly if the system becomes unhealthy
• Handle multiple issues and escalations at once, triaging and prioritizing them according to an understanding of the cell process and business operations
• Drive improvements with the development team to reduce the manual adjustments to software
• Manage the team’s 24x7 shift schedule, and support shift coverage as necessary
• Define and track support KPIs (MTTR, Ticket Backlog, Recurrence rate etc.) and report trends to leadership on a regular cadence
• Build runbooks, on-call playbooks and knowledge bases so shift teams can resolve incidents consistently
• Drive automation for repetitive support work to cut down on manual intervention

What You’ll Bring

• 4+ years’ experience leading technical teams within software support, or leading technical engineering teams at a high-volume manufacturing facility
• Executive level communication skills, both verbal and written to both technical and non-technical team members
• Thorough understanding of integrated software systems and their dependencies, using debugging tools like git, Splunk and SQL
• Ability to manage and execute multiple large-scale projects simultaneously, dynamically adjusting priorities to meet changing business needs
• Demonstrated ability to work in a fast-paced environment with cross-functional teams
• Outstanding problem-solving skills; adverse in various problem solving methodologies
• Strong stakeholder management under pressure – calm escalation handling with plant leadership with a focus on clear RCA for incidents
• Proven 24/7 operations leadership: shift planning, coverage, burnout prevention and on-call rotation design preferred
• Experience in process-intensive manufacturing setting working with technicians and operators preferred
• Bachelor’s Degree in Computer Science, or related engineering field, or equivalent experience