About the Company

At Torc, we have always believed that autonomous vehicle technology will transform how we travel, move freight, and do business.
A leader in autonomous driving since 2007, Torc has spent over a decade commercializing our solutions with experienced partners. Now a part of the Daimler family, we are focused solely on developing software for automated trucks to transform how the world moves freight.
Join us and catapult your career with the company that helped pioneer autonomous technology, and the first AV software company with the vision to partner directly with a truck manufacturer.

Meet the Team:

As a Vehicle Reliability Manager you’ll provide technical support and operational excellence for Fleet Operations by interfacing with onboard Autonomous Driving Systems and supporting Fleet Maintenance teams. Develop and implement advanced troubleshooting procedures, drive process improvements to accelerate software deployment velocity, and enhance system readiness across Torc’s autonomous vehicle platforms. Enable high-velocity collaboration between Engineering and Operations teams by building robust processes that reduce friction from test request submission through execution, while filing and routing bug tickets to appropriate Engineering parties for resolution.

What you'll do:

• Leadership: Mentor a team of Fleet Operations Specialists in providing efficient, technical solutions for the autonomous fleet
• Project Management: Manage the service desk queue, ensuring all technical incidents are triaged, tracked, and resolved within established SLAs
• Technical Support: Serve as the primary escalation point for complex technical issues encountered by the autonomous vehicle fleet in the field
• Process Development: Develop and implement support processes and workflow improvements in partnership with Product and Engineering teams
• Root Cause Analysis: Identify themes on recurring technical failures and collaborate with developers to implement long-term fixes
• Strategic Planning: Anticipate future technical needs and plan for scalability and new technology
• Knowledge Base: Own the technical documentation (knowledge base), ensuring SOPs for fleet recovery and software deployment are accurate and up-to-date
• Stakeholder Communication: Report to senior management, collaborate with other departments (operations, product, development, infrastructure), and keep users informed
• Training: Partner with Fleet Training to conduct regular training sessions for the support team to deepen their Linux, networking, and system troubleshooting skills
• Metrics: Develop and track KPIs that are required to support the user base

What you’ll need to Succeed:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or commensurate work experience will be considered in lieu of degree
• ITIL Foundation certification or experience with other service management frameworks (desirable)
• 5+ years of experience in a technical support leadership or Help Desk Lead role within a high-growth tech environment
• Expert-level Linux skills: 3+ years of experience in Linux administration, command-line troubleshooting, and shell scripting
• Deep technical knowledge of hardware/software integration, including experience troubleshooting sensors (Lidar/Radar) and industrial computers
• Proven experience managing incident response and ticketing systems (e.g., FireHydrant, Jira Service Management, ServiceNow)
• Previous experience with Python or Go for automating support tasks (desirable)
• Excellent communication skills with the ability to translate complex technical issues for non-technical stakeholders, effectively create and proofread documents and reports, and communicate to a diverse workforce
• Strong bias for action and the ability to make high-pressure decisions regarding vehicle safety and operational status
• Experience in the Autonomous Vehicle (AV), robotics, or aerospace industries
• Strong communications skills across multiple teams, offices, and time zones
• Ability to work occasionally in inclement weather/temperature extremes
• Ability to be flexible on short notice and may work extended hours/weekends/evenings when project demands
• Ability to work and collaborate across locations over different time zones

Perks of Being a Full-time Torc’r

Torc cares about our team members and we strive to provide benefits and resources to support their health, work/life balance, and future. Our culture is collaborative, energetic, and team focused. Torc offers:

• A competitive compensation package that includes a bonus component and stock options
• 100% paid medical, dental, and vision premiums for full-time employees
• 401K plan with a 6% employer match
• Flexibility in schedule and generous paid vacation (available immediately after start date)
• Company-wide holiday office closures
• AD+D and Life Insurance

At Torc, we’re committed to building a diverse and inclusive workplace. We celebrate the uniqueness of our Torc’rs and do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, or disabilities.
Even if you don’t meet 100% of the qualifications listed for this opportunity, we encourage you to apply.

Our compensation reflects the cost of labor across several geographic markets. Pay is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Torc's total compensation package will also include our corporate bonus and stock option plan. Dependent on the position offered, sign-on payments, relocation, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

Job ID: 102482