Engineering Manager, Tier 2 Support — Lead Production Reliability

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

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