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Path Robotics is building embodied AI systems that enable robots to adapt, learn, and perform in real-world environments. The company combines perception, reasoning, and control to deliver field-ready AI that addresses the skilled labor gap across industries.
You will lead a Tier 2 Software Support team responsible for diagnosing, resolving, and preventing complex software issues in production systems. This is a hands-on management role where you'll own the escalation path from L1 support, drive root-cause analysis, and work closely with Product, Systems Integration, Robotics, and Customer Operations teams.
Key responsibilities include:
- Leading and growing a highly motivated L2 support engineering team
- Owning the escalation process and ensuring timely resolution of complex software issues
- Partnering with engineering and product teams to reduce issue recurrence and improve system stability
- Establishing support processes, tooling, and operational best practices (SLAs, incident response, postmortems)
- Mentoring engineers and providing technical guidance on production issues
- Driving improvements to monitoring, alerting, documentation, and runbooks
- Building a support engineering culture focused on accountability, continuous improvement, and customer impact
You'll balance people leadership with hands-on technical involvement, bringing a systems-thinking mindset and deep commitment to reliability and operational excellence.
Requirements:
- 5+ years of experience leading and mentoring software or support engineering teams
- Strong organizational and prioritization skills in fast-paced, production-critical environments
- Proven experience supporting and maintaining large-scale, distributed, or production software systems
- Comfort balancing people leadership with hands-on technical involvement
- Systems-thinking mindset with focus on reliability, quality, and operational excellence
