Engineering Manager, Tier 2 Support

OhioX; Columbus (OH); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Free lunch

Flexible PTO

Medical, dental, vision coverage

Parental leave (6 weeks) + extendedBir

401(k) retirement plan

Job summary

Path Robotics is seeking an experienced Engineering Manager to lead our Tier 2 software support team. You will diagnose, resolve, and prevent complex software issues across production systems, partnering with Product, Systems Integration, Robotics, and Customer Operations to ensure reliability and customer satisfaction.

You will mentor engineers, drive improvements to monitoring and runbooks, and establish support processes and SLAs while shaping a culture of accountability and continuous

Qualifications

• 5+ years of experience leading software or support engineering teams.
• Proven experience supporting and maintaining large-scale, distributed, or production software systems.
• Strong people leadership with hands-on technical involvement when needed.

Responsibilities

• Lead and grow a highly motivated L2 Software Support team responsible for advanced troubleshooting and resolution of complex software issues
• Own the escalation path from L1 support, ensuring timely root‑cause analysis and durable fixes
• Partner closely with engineering, systems integration, and product teams to drive issue resolution, reduce recurrence, and improve system stability
• Establish and refine support processes, tooling, and operational best practices (e.g., SLAs, incident response, postmortems)
• Act as a hands‑on leader, mentoring engineers and providing technical guidance on complex production issues
• Drive improvements to monitoring, alerting, documentation, and runbooks to enable faster diagnosis and recovery
• Build a strong support engineering culture focused on accountability, continuous improvement, and customer impact

Skills

Team leadership

People management

Production systems experience

Job description

Build the Path Forward

At Path Robotics, we’re building the future of embodied intelligence. Our AI-driven systems enable robots to adapt, learn, and perform in the real world closing the skilled labor gap and transforming industries. We go beyond traditional methods, combining perception, reasoning, and control to deliver field-ready AI that is risk‑aware, reliable, and continuously improving through real‑world use.

Big, hard problems are our everyday work, and our team of intelligent, humble, and driven people make the impossible possible together.

We are looking for an experienced Engineering Manager to lead our Tier 2 support team. In this role, you will manage a team responsible for diagnosing, resolving, and preventing complex software issues across our production systems. You will work closely with Product, Systems Integration, Robotics, and Customer Operations to ensure high system reliability and customer satisfaction.

What You’ll Do

• Lead and grow a highly motivated L2 Software Support team responsible for advanced troubleshooting and resolution of complex software issues
• Own the escalation path from L1 support, ensuring timely root‑cause analysis and durable fixes
• Partner closely with engineering, systems integration, and product teams to drive issue resolution, reduce recurrence, and improve system stability
• Establish and refine support processes, tooling, and operational best practices (e.g., SLAs, incident response, postmortems)
• Act as a hands‑on leader, mentoring engineers and providing technical guidance on complex production issues
• Drive improvements to monitoring, alerting, documentation, and runbooks to enable faster diagnosis and recovery
• Build a strong support engineering culture focused on accountability, continuous improvement, and customer impact

Who You Are

• 5+ years of experience leading and mentoring software or support engineering teams
• Strong skill in organizing, prioritizing, and motivating teams in fast‑paced, production‑critical environments
• Proven experience supporting and maintaining large‑scale, distributed, or production software systems
• Comfortable balancing people leadership with hands‑on technical involvement when needed
• Bring a systems‑thinking mindset and care deeply about reliability, quality, and operational excellence

Why You’ll Love Working Here

• Daily free lunch to keep you fueled and connected with the team
• Flexible PTO so you can take the time you need, when you need it
• Comprehensive medical, dental, and vision coverage
• 6 weeks fully paid parental leave, plus an additional 6–8 weeks for birthing parents (12–14 weeks total)
• 401(k) retirement plan through Empower
• Generous employee referral bonuses—help us grow our team!

Who We Are

At Path Robotics we love coming to work to solve interesting and tough challenges but also because our ideas are welcomed and valued. We encourage unique thinking and are dedicated to creating a diverse and inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.