The RoleLead the team that keeps every Sonny robot monitored and supported on every shift.
Most support leaders inherit a playbook. This seat writes one. Sonny is a new kind of robot, operated remotely and deployed in customer facilities, and the way it gets supported is still being built. For a leader tired of running a support desk that only reacts, this is a chance to shape how support works for a robot that has never been deployed at this scale.
The Support Manager, Sonny Team owns daily support for the Sonny platform: the people, the shifts and the quality of every ticket. The role reports to the Head of Robot Operations and Reliability, leads the Sonny operator and support team, and directs the outside support agents assigned to the platform. Coverage gaps get closed before they become problems, hardware issues reach maintenance with the details needed to act, and a weekly report shows how the team and the platform are performing. The work shows up directly on customer production floors.
The best fit for this seat cares as much about growing a team as about keeping robots running. Look for someone who stays steady when a shift gets busy and keeps the team steady too, someone who coaches people until they improve, and someone who picks up new software and AI tools quickly. Robotics experience helps but isn9t required; leadership track record and mindset matter more.
Requirements- 3+ years in technical support, operations, or a similar fast-paced technical environment.
- 1+ years leading a team or a shift, formally or informally.
- A track record of coaching people and seeing them improve.
- Comfort with ticketing systems, schedules and operational data in spreadsheets.
- Clear, calm communication with operators, engineers and leadership.
- Picks up new software and AI tools quickly; both are part of daily work here.
- Able to work in office in Watertown, MA, on a primary day shift, with flexibility to cover gaps when needed.
Nice to haves- Experience in robotics, automation, remote operations, manufacturing or logistics.
- Has built a schedule, process or training program that a team still uses.
- Has run support for a product in its early days, while the rules were still being written.
$75,000 - $90,000 a year
BenefitsWe take care of our team so they can do their best work. At Tutor, you9ll get:
- Fully employer-covered health insurance, so you9re protected without the premium.
- A managed 401(k) to help you plan for the future.
- Generous time off: unlimited PTO and all federal holidays off for full-time salaried employees, and 16+ days of accrued paid time off plus 1.5x pay on federal holidays for hourly employees.
- Regular in-office meals and team social events throughout the year.
As Tutor grows, so will our benefits. We9re continuing to invest in ways to support our team at work and beyond.
