Support Manager, Sonny Team

Tutor; Watertown (MA); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Full health insurance

401(k) plan

Unlimited PTO

In-office meals

Job summary

Tutor Intelligence in Watertown, MA is seeking a seasoned Support Manager for the Sonny Team to oversee daily operations, shift coverage, and the quality of every ticket on the Sonny platform.

You’ll own the team, coach members to improve, shape playbooks for remote robot support, and partner with engineering and reliability leads. The role blends leadership with hands-on scheduling, data review, and continuous improvement on real production floors.

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.
• Able to work in office in Watertown, MA, on a primary day shift, with flexibility to cover gaps when needed.

Responsibilities

• Lead the team that keeps Sonny robots monitored and supported on every shift.
• Develop and write playbooks for support, moving beyond a reactive desk.
• Own daily support for the Sonny platform, including people, shifts, and ticket quality.
• Coordinate with the Head of Robot Operations and Reliability and external support agents.
• Ensure coverage gaps are closed before they become problems and report on team performance.

Skills

Leadership

Coaching

Ticketing systems

Clear communication

Calm under pressure

Robotics experience

Tools

Ticketing software

Spreadsheets

Job description

About Tutor

We believe robots are the biggest lever we have to making the physical world a better, more affordable place. But robots are a rounding error in our society: nearly nine out of ten American factories and warehouses don’t even have a single robot, and robots have yet to make their way into our homes or places of business.

About Tutor

We believe robots are the biggest lever we have to making the physical world a better, more affordable place. But robots are a rounding error in our society: nearly nine out of ten American factories and warehouses don’t even have a single robot, and robots have yet to make their way into our homes or places of business. Tutor Intelligence is changing that. Tutor is a robotics research and deployment company, building generally capable robot hardware and artificial intelligence to enable robots to go where no robots have gone before. Sonny is a semi-humanoid robot with frontier dexterity approaching the human form. Cassie does back-breaking work, moving boxes, pallets, and bulk goods for businesses from family-owned manufacturers to some of the largest brands in the world. Tutor robots are manufactured at scale and operate as a network, combining the whole fleet’s learned experience to train ever more capable robot artificial intelligence. Founded at MIT and headquartered in Watertown, MA, our team is full stack: we design and manufacture robot hardware, train our own models, work directly with the smallest and largest end-customers, and maintain our fleet across the United States. We’re a team of researchers, engineers, technicians, operators, and sellers who love building things and solving hard problems. Our mission is grand: robots everywhere, for the common good, raising the standard of living across North America, and then the world.

Why Tutor?

Whether you’re designing robots, closing deals, running deployments, or creating the processes that help us scale, your work doesn’t sit on a shelf. It shows up on real production floors, making physical work safer and more affordable. Our team of 160+ is driven by curiosity and a genuine love of building. Everyone here takes real ownership, learns fast, and holds a high bar while having each other’s backs. If you love hard problems and creating things that didn’t exist before, you’ll fit right in.

The Role

Lead the team that keeps every Sonny robot monitored and supported on every shift. Most support leaders inherit a playbook. This seat writes one. Sonny is a new kind of robot, operated remotely and deployed in customer facilities, and the way it gets supported is still being built. For a leader tired of running a support desk that only reacts, this is a chance to shape how support works for a robot that has never been deployed at this scale. The Support Manager, Sonny Team owns daily support for the Sonny platform: the people, the shifts and the quality of every ticket. The role reports to the Head of Robot Operations and Reliability, leads the Sonny operator and support team, and directs the outside support agents assigned to the platform. Coverage gaps get closed before they become problems, hardware issues reach maintenance with the details needed to act, and a weekly report shows how the team and the platform are performing. The work shows up directly on customer production floors. The best fit for this seat cares as much about growing a team as about keeping robots running. Look for someone who stays steady when a shift gets busy and keeps the team steady too, someone who coaches people until they improve, and someone who picks up new software and AI tools quickly. Robotics experience helps but isn’t required; leadership track record and mindset matter more.

Requirements

• 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
• Able to work in office in Watertown, MA, on a primary day shift, with flexibility to cover gaps when needed

Nice to haves

• Experience in robotics, automation, remote operations, manufacturing or logistics
• Has built a schedule, process or training program that a team still uses
• Has run support for a product in its early days, while the rules were still being written

Benefits

We take care of our team so they can do their best work. At Tutor, you’ll get:

• Fully employer-covered health insurance, so you’re protected without the premium
• A managed 401(k) to help you plan for the future
• Generous time off: unlimited PTO and all federal holidays off for full-time salaried employees, and 16+ days of accrued paid time off plus 1.5x pay on federal holidays for hourly employees
• Regular in-office meals and team social events throughout the year

Tutor Intelligence is an equal opportunity employer and welcomes applicants from all backgrounds.