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Operation and Support Engineer

ShanghaiRequisition ID: 311

The future of the automotive industry is in connectivity, software, and services – and Autonomic is leading the charge. Autonomic created the Transportation Mobility Cloud (TMC) to provide automakers and developers with the first cloud platform specifically designed for the world’s automotive industry. Working closely with Ford Motor Company, we are combining the best of both worlds – Autonomic’s progressive approach to technology and Ford’s incredible and global scale – to enable the kind of driver experiences and business models that move us all forward.

With over 13 million vehicles currently connected to the TMC and 10 billion signals being processed per day, our platform is a leading connected vehicle platform. We are shaping the future of mobility and would love to meet you. Join our innovative team to help create new possibilities for every vehicle on the road!

Autonomic was founded in 2016 and acquired in 2018. Autonomic is a wholly owned subsidiary of Ford Motor Company.

Our Technical Support Engineers

Are responsible for ensuring our customers receive a consistent and exceptionally positive support experience at all times. This is not your typical technical support position, rather we are looking for highly technical individuals responsible for supporting other highly technical engineers. This leads to major growth opportunities throughout the organization. The primary focus of this role will be on maintaining uninterrupted, optimal performance of the TMC at all times across a multitude of diverse integrations. You should enjoy tackling unobvious and highly technical problems with time-sensitive clients of varying technical expertise and logically implementing solutions that ensure concentrated issues are not repeated. The support team will work closely with our engineering team to minimize the flow of customer interactions. This position is located within the Customer Support department of Autonomic and reports to the Director of Global Customer Support.

Job Description

  • Monitor TMC services within the production environment — triaging, resolving, and escalating incidents as necessary.
  • Employ advanced utilities and scripts created by Engineering to minimize production-impacting incidents.
  • Assist in the design, development, and testing of technical solutions and tools throughout the Engineering and Support departments to ultimately increase the efficiency of current processes and procedures.
  • Assist in analyzing code to identify reported bugs and highly technical issues.
  • Design and architect of external and internal facing tools to improve upon overall supportability
  • Analyze large datasets, including but not limited to tickets, incidents, alerts and logs, to identify and report trends to the Engineering organization and company leadership.
  • Analytically assess issues and follow proper escalation paths within the overall organization
  • Leverage and interpret technical specifications and requirements in providing highly technical support of the TMC platform, while coordinating timely updates via multiple customer interaction points, including e-mail, chat and telephone.
  • Diligently manage client cases within ZenDesk and communicate any perceived delays to management immediately upon identification
  • Document, track, and monitor problems to ensure timely resolutions and adequate follow-up with clients
  • Development of both an external and internal facing knowledge base
  • Collaborate with product teams to define and measure product-level SLOs and metrics.
  • Participate in an on-call rotation to triage high severity alerts after hours, when necessary.
  • Other duties as assigned by the team manager

Minimum Requirements

  • Bachelor’s degree in computer science or related field
  • 2-5 years of relevant experience
  • Cloud native infrastructure (AWS or Kubernetes)
  • Understanding of Kafka
  • Leveraging monitoring and alerting systems (Grafana, Honeycomb/Open tracing)
  • Comfortable triaging events & alerts, conducting impact assessments, and determining next steps (based on internal controls and SOPs)
  • Ability to program with one or more high-level programming or scripting languages such as Python, JavaScript, bash
  • A pragmatic problem-solver who can drive technical solutions that focus on our customers and business
  • A collaborative teammate that is comfortable in a fast paced environment
  • Exceptional troubleshooting skills to analyze problems at all levels
  • Experience working with advanced software issues that require root cause analysis
  • Excellent communication skills (oral and written) and ability to speak to a wide range of audiences with a variety of technical understanding
  • Highly dependable, self-starter, high energy, positive attitude with good organization and time management skills
  • Ability to learn new technologies quickly and deal with ambiguity
  • Ability to work independently and efficiently to meet required deadlines

Job Title For This Position

Our job positions are broken down internally based on job competencies that are specific to each role. Should you be hired with us, the job title that you are hired under may therefore differ slightly from what is advertised in this job posting to best align with the competencies of the role and your specific background and experience.

Our Statement Regarding Equal Employment Opportunity and Diversity

Autonomic is committed to equal opportunity in employment and fostering a diverse workforce, free from harassment and discrimination, in which all individuals are treated with respect and dignity. Autonomic does not discriminate on the basis of any grounds prohibited by applicable laws. Autonomic’s equal employment opportunity and nondiscrimination policies apply to all employees, all applicants for employment, and all aspects of the employment relationship.

Accommodations for applicants with disabilities throughout the recruitment, selection and/or assessment processes, where needed, are available upon request. Please let us know if you need assistance completing or participating in the application process.

We consider diversity in our workforce to be an invaluable asset, and we strive to provide an inclusive work environment in which different ideas, perspectives, and beliefs are respected. It is the duty of every employee to assist Autonomic in maintaining this culture of inclusion.

Background Checks

Applicants who receive a job offer will undergo background checks. Autonomic complies with applicable laws regarding background checks, and applicants will be provided an opportunity to explain and correct any criminal history background information during the hiring process.


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