Tesla

Makes electric cars, robotaxis and grid batteries

Associate Manager - Cell Software Support

IT OperationsConfirmed live in the last 24 hours

Full-timeAustin, TX, USANo salary listedIn-person

About the Job

Requirements

At least 4 years of experience leading technical teams within software support, or leading technical engineering teams at a high-volume manufacturing facility.
Executive-level verbal and written communication skills for technical and non-technical team members.
Thorough understanding of integrated software systems and their dependencies, using debugging tools such as Git, Splunk, and SQL.
Ability to manage and execute multiple large-scale projects simultaneously and dynamically adjust priorities to changing business needs.
Ability to work in a fast-paced environment with cross-functional teams.
Strong problem-solving skills and familiarity with various problem-solving methodologies.
Ability to manage stakeholders under pressure, handle escalations calmly with plant leadership, and focus on clear root-cause analysis for incidents.
Bachelor’s degree in Computer Science or a related engineering field, or equivalent experience.

Responsibilities

Manage an expert team tasked with maintaining the health of software systems.
Build and monitor troubleshooting software platforms to detect potential issues and respond swiftly when a system becomes unhealthy.
Handle multiple issues and escalations simultaneously, triaging and prioritizing them based on understanding of the cell process and business operations.
Drive improvements with the development team to reduce manual adjustments to software.
Manage the team’s 24/7 shift schedule and support shift coverage as necessary.
Define and track support key performance indicators, including mean time to resolution, ticket backlog, and recurrence rate, and report trends to leadership regularly.
Build runbooks, on-call playbooks, and knowledge bases so shift teams can resolve incidents consistently.
Drive automation for repetitive support work to reduce manual intervention.

Desired Qualifications

Experience in 24/7 operations leadership, including shift planning, coverage, burnout prevention, and on-call rotation design.
Experience in a process-intensive manufacturing setting working with technicians and operators.

Category	Manufacturing
Location	AUSTIN, Texas
Requisition ID	282148
Type	Full-time

Job Description

<div class="MSWordContent"><p>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.  </div>

Job Responsibilities

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

Job Requirements

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

About the Company

Tesla

Makes electric cars, robotaxis and grid batteries

Tesla makes electric cars and batteries that store power for homes and utilities, and it develops self-driving software and humanoid robots. In 2023, its Model Y became the first electric vehicle to rank as the world's best-selling car. Buyers order the Model 3 sedan, Model Y SUV, or Cybertruck pickup directly from Tesla instead of through dealers, and they charge on its Supercharger fast-charging network. It also sells Megapack and Powerwall batteries, runs a robotaxi service, and charges drivers a monthly fee for self-driving software that still needs their supervision. Tesla was founded in 2003, with Elon Musk as its lead early investor and a recognized co-founder, and it is based in Austin, Texas.

Company size: 10,001+
Company stage: IPO
Headquarters: Austin, TX
Founded: 2003

Recently Posted Jobs

Explore more opportunities at Tesla

See more jobs