Senior Manager, Technical Support Engineering - San Francisco - Baton

    Baton
    Baton San Francisco

    1 day ago

    Description
    Who We Are

    Baton is Ryder's in-house product development group focused on harnessing emerging technologies to redefine transportation and logistics. With $10B in freight under management, our technology reaches every part of the U.S. economy.

    We design and ship category-defining software that enables Ryder and its 50,000+ customers-including some of the world's most well-known brands-to plan and execute freight intelligently, efficiently, and cost-effectively. Our work includes everything from customer-facing software to the data platform that will power the next era of innovation at Ryder.

    Baton's mission: enable supply chain on autopilot.

    Ryder acquired Baton in 2022 to power its next wave of digital products. We operate at startup speed, with Fortune 500 reach. If you have a passion for solving complex problems and creating impact for the engine of the American economy, you'll love it here.

    Role: Senior Manager, Technical Support Engineering

    Location: Hayes Valley, San Francisco, CA
    Basic Job Details

    Job Type: Full Time
    Work Model: Hybrid
    Remote Days: Monday & Friday
    Office Days: Tuesday, Wednesday, Thursday
    Job Description

    We're looking for our first Technical Support Leader to own the vision, strategy, and execution of Baton's Production Support function, ensuring platform reliability, operational excellence, and exceptional customer experiences as we scale. You'll lead and grow a team of Production Support Engineers, and establish Baton's technical support function as a strategic partner to Engineering, Product, and Customer Success. This role blends strategic execution, people leadership, and operational rigor. This is ideal for someone who thrives in ambiguity, enjoys building from 0-1, and cares deeply about reliability, customers, and engineering velocity.
    Responsibilities
    • Leadership & Team Development:
      • Lead and mentor a high-performing Production Support Engineering team, fostering a culture of ownership, empathy, and continuous improvements
      • Build and execute hiring, onboarding, and career development plans, establishing clear pathways for growth
      • Create structured onboarding programs to accelerate context-building on Baton's products, tech stack, and business logic
      • Foster deep integration between PSE and core engineering teams, breaking down silos and enabling knowledge sharing
    • Operational Excellence:
      • Design and implement comprehensive runbooks, processes, and operational documentation
      • Establish and manage SLAs and key metrics (uptime, response time, resolution time, CSAT), driving continuous improvement through data
      • Own customer and operator communication during incidents, ensuring clear, timely, and empathetic updates during outages and degradations
      • Leverage customer insights, telemetry, and support trends to proactively detect issues, automate solutions, and advance support tooling
      • Partner with Engineering to validate new features, run bug bashes, create E2E/integration tests in response to incidents, and support pre-onboarding QA for customer migrations
    • Strategic Initiatives:
      • Define the team's charter, transforming Production Support towards a hybrid Site Reliability Engineering (SRE) / Technical Solutions Engineering model
      • Partner with Engineering and Product leadership to influence platform reliability, observability tooling, and self-service capabilities-ensuring Baton's infrastructure can scale to support Ryder's 50K+ customers
      • Define and execute a roadmap toward 24x7 coverage, reducing external help desk dependencies as the business scales
      • Establish processes for the PSE team to take on customer-specific technical solutions, configuration changes, and lightweight operational fixes-protecting engineering bandwidth for strategic roadmap work
      • Champion exceptional customer experiences: Use incident trends and customer feedback to drive platform improvements that prevent future issues and increase customer satisfaction
    Minimum Qualifications
    • 7+ years of experience in technical support, DevOps, or Site Reliability Engineering
    • 5+ years of experience managing and scaling production support teams in high-growth B2B SaaS
    • Strong technical background with deep understanding of cloud infrastructure, CI/CD, containerization (Kubernetes, Docker), and observability tools
    • Hands-on experience with monitoring and alerting systems (Prometheus, Grafana, Sentry, DataDog, etc.)
    • Track record of building 0-to-1 support functions where you owned both the "what" and the "how"
    • Strong program management skills to lead cross-functional initiatives and drive projects to completion
    • Proven ability to operate independently in ambiguous environments, defining strategy and executing without extensive guidance from leadership
    • Experience operating in enterprise or high-scale B2B SaaS environments where reliability, compliance, and customer SLAs are non-negotiable
    • Comfort navigating large, matrixed organizations (experience working across multiple teams, getting alignment, and influencing without authority)
    • Deep empathy for customers, with commitment to delivering exceptional support experiences even under pressure
    Preferred Qualifications
    • Experience in logistics, supply chain, or freight technology
    • Background in QA or test automation
    • Previous experience building or managing 24x7 support operations
    • Experience transitioning support teams toward SRE or Technical Solutions Engineering models
    • Front-end experience (React, TypeScript) for handling lightweight UI fixes
    • Experience in Fortune 500 or large enterprise tech organizations, particularly in roles requiring cross-functional alignment and executive communication
    • Fluent in Spanish
    The Perks
    • Competitive Base Salary + Cash Bonus Structure
    • Annual Company Bonus + Long Term Incentive Plan
    • 401k with Matching
    • Hybrid Work Schedule
    • Hyper-Stable, publicly traded Enterprise
    • Medical, Dental, and Vision Health Coverage
    • Employee Stock Purchase Program (15% discount to market value)
    • Collaborative, Fun, and Tech Forward office in Hayes Valley, San Francisco, CA
    Compensation Range: The annual base salary range for this position is $150,000 - $200,000*. Compensation will vary based on factors including skill level, proficiencies, transferable knowledge, and experience. In addition to base salary, Baton's full-time employees are eligible for an annual performance bonus.

    Why You Should Join
    • Have an immediate impact:
      • With Ryder's existing customer base of 50,000+ companies and an internal headcount of 43,000, the scale and impact of our products will be large and far-reaching, from day one.
    • Opportunity to grow and lead in a Fortune 500 company:
      • You'll get to work in a rapidly growing, startup-like environment while having the stability and backing of Ryder and its full executive team.
    • Creative, fast-paced environment to solve impactful problems in Supply Chain:
      • We're going to design completely new tools for an industry that hasn't been rethought in decades. And to do this, we need people who think differently.

  • Work in company

    Support Engineer

    Only for registered members

    The Support Engineer is the first line of defense for our users: flight students, instructors and training centers who rely on our AI co-pilot to improve performance. · Competitive salary — no equity but strong compensation for the role. · Growth path — learn the product deeply a ...

    San Francisco, CA

    1 month ago

  • Work in company

    Support Engineer

    Only for registered members

    Meter is scaling fast and redefining the future of enterprise networking. If you re a network engineer who thinks support is maintenance mode think again. · ...

    San Francisco $127,500 - $210,000 (USD)

    4 weeks ago

  • Work in company

    IT Support Engineer

    Only for registered members

    As an IT Support Engineer you'll be responsible for providing support to the company executives and leadership team. · ...

    San Francisco

    6 days ago

  • Work in company

    Support Engineer

    Only for registered members

    We are building the data platform that powers the future of machine learning applications. As a Support Engineer at Chalk you will be our front-line technical support expert ensuring customers have exceptional experiences with our products. · Provide front-line technical support ...

    San Francisco, CA

    1 month ago

  • Work in company

    Support Engineer

    Only for registered members

    Exa is building a search engine from scratch to serve every AI application. We build massive-scale infrastructure to crawl the web, train state-of-the-art embedding models to index it, and develop super high performant vector databases in rust to search over it. · ...

    San Francisco, California

    6 days ago

  • Work in company

    IT Support Engineer

    Only for registered members

    The IT Support Engineer plays a crucial role in building out, maintaining, and troubleshooting infrastructure.They will be part of a talented team delivering mission critical infrastructure ensuring high levels of availability performance security. · ...

    San Francisco $80,000 - $90,000 (USD)

    1 month ago

  • Work in company

    Support Engineer

    Only for registered members

    We are building the data platform that powers the future of machine learning applications. · We tear down complexity latency and scale barriers that have traditionally constrained ML capabilities. · Our platform combines Rust-speed performance with elegant tools that developers l ...

    San Francisco

    1 month ago

  • Work in company

    Support Engineer

    Only for registered members

    The Support Engineer is the first line of defense for users: flight students, instructors, and training centers who rely on our AI co-pilot to improve performance. · Your mission is to ensure their experience is seamless, their issues resolved quickly, · and trust in the platform ...

    San Francisco

    1 month ago

  • Work in company

    IT Support Engineer

    Only for registered members

    We re looking for a proactive and detail-oriented IT Support Engineer with deep Linux expertise to join our team. · Provide 1st, 2nd, and 3rd Tier Technical Support: Act as the primary point of contact for IT support inquiries, · resolving hardware, software, and network issues a ...

    San Francisco, CA

    2 weeks ago

  • Work in company

    Support Engineer

    Only for registered members

    Pilots can't afford downtime — and neither can the systems that support them. · ...

    San Francisco

    6 days ago

  • Work in company

    Support Engineer

    Only for registered members

    We re hiring an early-career technically curious Support Specialist who s excited to get hands-on with real customer problems and grow fast. · This is a high-agency high-impact role where you ll work close to the product sharpen your debugging skills and help shape how we support ...

    San Francisco

    2 weeks ago

  • Work in company

    IT Support Engineer

    Only for registered members

    The IT Operations team keeps Anthropic running we make sure every employee can do their best work without friction. We're seeking an IT Support Engineer who combines deep technical skills with a genuine service mindset and sound judgment. · ...

    San Francisco, CA

    3 weeks ago

  • Work in company

    Support Engineer

    Only for registered members

    We tear down complexity latency and scale barriers that have traditionally constrained ML capabilities Our platform combines Rust-speed performance with elegant tools that developers love to use · As a Support Engineer at Chalk you'll be our front-line technical support expert e ...

    San Francisco Full time

    1 month ago

  • Work in company

    Support Engineer

    Only for registered members

    We're hiring an early-career, technically curious Support Specialist who's excited to get hands-on with real customer problems and grow fast. · Respond to product and technical questions through our support platform (Plain) · Debug issues by inspecting customer setups, including ...

    San Francisco

    5 days ago

  • Work in company

    IT Support Engineer

    Only for registered members

    We're looking for an IT Support Engineer to join our team, · working out of our San Francisco office and servicing our employees. · The IT Support Engineer is dedicated to meeting the expectations and requirements · of internal customers, delivering IT services, acting with custo ...

    San Francisco, CA

    2 weeks ago

  • Work in company

    IT Support Engineer

    Only for registered members

    The IT Support Engineer provides day-to-day technical support to Rho employees, ensuring a seamless and secure technology experience across the company. · ...

    San Francisco $70,000 - $100,000 (USD) Full time

    3 weeks ago

  • Work in company

    IT Support Engineer

    Only for registered members

    We're looking for an IT Support Engineer to join our team, working out of our San Francisco office and servicing our employees. · The IT Support Engineer is dedicated to meeting the expectations and requirements of internal customers, delivering IT services, acting with customers ...

    San Francisco $40.14 - $58.13 (USD)

    3 weeks ago

  • Work in company

    IT Support Engineer

    Only for registered members

    This is a Contract to Hire position based out of San Francisco, CA. · Manage and resolve Level 1 and Level 2 IT support tickets via Freshservice and Slack. · Provide technical assistance for SaaS platforms (Google Workspace, Okta, Slack, Zoom, Freshservice etc.). · Freshservice o ...

    San Francisco

    2 weeks ago

  • Work in company

    IT Support Engineer

    Only for registered members

    We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. · Manage and resolve Level 1 and Level 2 IT support tickets via Freshservice and Slack. · Provide technical assistance for SaaS platforms (Google Worksp ...

    San Francisco, CA

    2 weeks ago

  • Work in company

    IT Support Engineer

    Only for registered members

    Manage and resolve IT support tickets via Freshservice and Slack. Provide technical assistance for SaaS platforms. · Manage and resolve Level 1 and Level 2 IT support tickets via Freshservice and Slack. · Provide technical assistance for SaaS platforms (Google Workspace, Okta, Sl ...

    San Francisco

    2 weeks ago

  • Work in company

    IT Support Engineer

    Only for registered members

    Docusign is looking for an IT Support Engineer to join their team in San Francisco. The successful candidate will be responsible for providing technical support to end-users, resolving hardware and software issues, and managing ticket queues. · Provide technical support to end-us ...

    San Francisco $40.14 - $58.13 (USD) Full time

    3 weeks ago

Jobs
>
San Francisco