Robotics Support Manager — Lead a Fast-Paced Team

Tutor Intelligence, Inc.; Massachusetts; On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Fully employer-covered health保险

A managed 401(k)

Generous time off

Regular in-office meals and teamsocial

Job summary

Tutor Intelligence in Watertown, MA is seeking a Support Manager to own daily support for the Sonny platform, managing people, shifts, and ticket quality, and coordinating with outside agents. The role drives proactive coverage, escalation, and performance reporting on a robot deployed across customer facilities.

This leader will write the playbook for remote, scalable support, staying steady during busy shifts and coaching the team to improve.

Qualifications

• 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.

Responsibilities

• Own daily support for the Sonny platform: people, shifts, and ticket quality.
• Lead the Sonny operator and support team, and direct outside support agents.
• Close coverage gaps before they become problems and ensure detailed, actionable maintenance information.
• Prepare a weekly performance report showing team and platform health.
• Coach and develop team members to improve performance and speed.

Job description

Tutor Intelligence in Watertown, MA is seeking a Support Manager to own daily support for the Sonny platform, managing people, shifts, and ticket quality, and coordinating with outside agents. The role drives proactive coverage, escalation, and performance reporting on a robot deployed across customer facilities.

This leader will write the playbook for remote, scalable support, staying steady during busy shifts and coaching the team to improve.