Troubleshooting Supervisor

We're Cruise, a self-driving service designed for the cities we love.

We're building the world's most advanced self-driving vehicles to safely connect people to the places, things, and experiences they care about. We believe self-driving vehicles will help save lives, reshape cities, give back time in transit, and restore freedom of movement for many.

In our cars, you're free to be yourself. It's the same here at Cruise. We're creating a culture that values the experiences and contributions of all of the unique individuals who collectively make up Cruise, so that every employee can do their best work.

Cruise is committed to building a diverse, equitable, and inclusive environment, both in our workplace and in our products. If you are looking to play a part in making a positive impact in the world by advancing the revolutionary work of self-driving cars, come join us. Even if you might not meet every requirement, we strongly encourage you to apply. You might just be the right candidate for us.

Due to additional demand, we are looking for a Troubleshooting Supervisor to assist in technical and operational tasks. These individuals will work closely with Cruise Operations staff and our Vehicle Technicians and Engineers to ensure our fleet maximizes uptime.

This is a full-time position with Cruise and will require onsite attendance. Positions for day, swing and night shifts are available.

What You'll Be Doing:

• Foster Cruise's Safety First culture.
• Coordinate field communications between operations, management and engineering.
• Report and track unresolvable issues, mitigation steps, best practices and investigations of failures.
• Compile detailed timelines with anecdotal feedback, operational impact and technical assessment for high severity issues.
• Develop and roll out SOPs and SLAs to improve troubleshooting processes and policies.
• Enforce process adherence and escalate performance issues.
• Occasional timely response to duty locations outside of primary facility.
• Act as a liaison between Troubleforce Ops and leaders in the Operations Control Center or partner teams.
• Audit tickets, response and escalations completed throughout the shift.
• Create, maintain and monitor failure modes and tags. Identify trends, manage new failures, compile thorough documentation and perform escalations.
• Identify SW regressions, monitor fleet-health dashboards and narrow down pull requests with issues and fixes.
• Act as point of contact for all high severity issues observed by Commercial Operations, offering support for outages, attending war room meetings, executing event risk characterization, adjusting severity levels and representing troubleforce in retro meetings.
• Supervise Troubleforce contractors and provide direction when needed.
• Ensure the team is ready to respond to high severity failures by running drills, develop training and aligning with partner teams on SLAs.
• Conduct daily stand-up, update the team on new developments, policy changes and present on status of KPIs metrics.
• Fulfill data requests, debug events of interest and test new features to refine them prior to rollout.
• Work with Technicians for process improvement and quality control. Identify areas of improvement for work orders, reducing the need where possible and ensuring proper downing policies are in place and being used.
• Ensure work orders are detailed and thoroughly filled out with summary and technician instructions and fill in failure modes with technician steps for already known issues based on wikis.
• Fill gaps in coverage to maintain 24/7 support to meet demand for the day and assist with mitigation actions and containment plans.
• Work with partner teams to develop a plan to geofence locations based on large events or changes in infrastructure.
• With the support of engineers, manage the "potential new failure mode" process and ensure resolutions are documented in the database.

What You Must Have:

• Technical background and understanding.
• Demonstrate professionalism amongst various levels of management, AVTO operations, engineers, and the public.
• Excel in a complex and dynamic environment.
• Able to drive numerous activities and projects simultaneously and with ease.
• Foster passion about self-driving technology and its potential impact on the world amongst colleagues.
• Strong attention to detail.
• Ability to give and receive clear, prompt, understandable verbal and written communication, including large groups and varying audiences.
• Capacity to remain alert and extremely focused for uninterrupted blocks of time.
• May be required to work nights, weekends and have a flexible schedule.
• Basic knowledge of SQL and Github.
• Excellent customer service.

Bonus Points

• Previous experience managing teams
• Background in automotive and/or technology industry
• Experience using pager duty
• Experience using command line or programing
• Extensive experience using JIRA

The hourly range for this position is $28 - $30/hr. Compensation will vary depending on location, job-related knowledge, skills, and experience. You may also be offered a bonus, long-term incentives, and benefits. These ranges are subject to change.

Our benefits are here to support the whole you:

• Competitive salary and benefits
• Medical / dental / vision, Life and AD&D
• Subsidized mental health benefits
• Paid time off and holidays
• Paid parental, medical, family care, and military leave of absence
• 401(k) Cruise matching program
• Fertility benefits
• Dependent Care Flexible Spending Account
• Flexible Spending Account & Health Saving Account
• Perks Wallet program for benefits/perks
• Pre-tax Commuter benefit plan for local employees
• CruiseFlex, our location-flexible work policy. (Learn more about CruiseFlex).

We're Integrated

• Through our partnerships with General Motors and Honda, we are the only self-driving company with fully integrated manufacturing at scale.

We're Funded

• GM, Honda, Microsoft, T. Rowe Price, and Walmart have invested billions in Cruise. Their backing for our technology demonstrates their confidence in our progress, team, and vision and makes us one of the leading autonomous vehicle organizations in the industry. Our deep resources greatly accelerate our operating speed.

Cruise LLC is an equal opportunity employer. We strive to create a supportive and inclusive workplace where contributions are valued and celebrated, and our employees thrive by being themselves and are inspired to do the best work of their lives. We seek applicants of all backgrounds and identities, across race, color, caste, ethnicity, national origin or ancestry, age, citizenship, religion, sex, sexual orientation, gender identity or expression, veteran status, marital status, pregnancy or parental status, or disability. Applicants will not be discriminated against based on these or other protected categories or social identities. Cruise will consider for employment qualified applicants with arrest and conviction records, in accordance with applicable laws.

Cruise is committed to the full inclusion of all applicants. If reasonable accommodation is needed to participate in the job application or interview process please let our recruiting team know or email

We proactively work to design hiring processes that promote equity and inclusion while mitigating bias. To help us track the effectiveness and inclusivity of our recruiting efforts, please consider answering the following demographic questions. Answering these questions is entirely voluntary. Your answers to these questions will not be shared with the hiring decision makers and will not impact the hiring decision in any way. Instead, Cruise will use this information not only to comply with any government reporting obligations but also to track our progress toward meeting our diversity, equity, inclusion, and belonging objectives.

Candidates applying for roles that operate and remotely operate the AV: Licensed to drive a motor vehicle in the U.S. for the three years immediately preceding your application, currently holding an active in-state regular driver's license or equivalent, and no more than one point on driving record. A successful completion of a background check, drug screen and DMV Motor Vehicle Record check is also required.

Note to Recruitment Agencies: Cruise does not accept unsolicited agency resumes. Furthermore, Cruise does not pay placement fees for candidates submitted by any agency other than its approved partners.