Vehicle Operations Support - Testing, Troubleshooting

Job Title: ( Vehicle Operations Support -  Testing, Troubleshooting    )

About Kyyba:

Founded in 1998 and headquartered in Farmington Hills, MI, Kyyba has a global presence delivering high-quality resources and top-notch recruiting services, enabling businesses to effectively respond to organizational changes and technological advances.

At Kyyba, the overall well-being of our employees and their families is important to us. We are proud of our work culture which embodies our core values; incorporating value, passion, excellence, empowerment, and happiness, creates a vibrant and productive atmosphere. We empower our employees with the resources, incentives, and flexibility that they need to support a healthy, balanced, and fulfilling career by providing many valuable benefits and a balanced compensation structure combined with career development. 

Job Description: 

Job Description: What you’ll be doing:

·        Lead and develop the Troubleshooting Expert team, providing day to day supervision, coaching, performance feedback, and clear priorities to ensure high-quality technical support and fleet uptime.

·        Foster client Safety First culture across troubleshooting operations, ensuring all activities prioritize safety, follow safe work practices, and support safe AV operation in the field.

·        Oversee and guide developmental troubleshooting activity for technical issues, ensuring clear triage, accurate categorization, and thorough documentation of failures, mitigations, and resolutions.

·        Support fleet uptime targets (e.g., > 90% uptime) through proactive monitoring of dashboards to identify trends encountered during calibration, launch, and onroad operations.

·        Develop, roll out, and enforce SOPs and SLAs for troubleshooting processes, escalation paths, ticket quality, and response times; ensure process adherence and escalate performance issues as needed.

·        Run operational rhythms such as daily standups and shift handoffs, updating the team on new developments, policy changes, and key metrics; ensure clear daily handoff reports for subsequent shifts and leadership.

·        Collaborate with crossfunctional engineering teams (e.g., AV Software, Hardware Systems, Embodied AI, Vehicle Integration, and other Client teams) to balance shortterm mitigations with longterm design changes that improve fleet reliability.

·        Ensure the team is prepared for highseverity failures by running drills, developing training, and aligning with partner teams on SLAs and response expectations; build and maintain training modules to upskill Troubleshooting Experts and AVTOs.

·        Fulfill data requests and debug events of interest, including querying logs, validating hypotheses, and testing new features or fixes prior to rollout to refine behavior and mitigate regressions.

·        Maintain adequate support coverage, including filling gaps in coverage as needed, occasionally responding to duty locations outside the primary facility, and supporting mitigation and containment plans for major events.

·        Promote a culture of continuous improvement, using metrics, incident reviews, and feedback from operations, technicians, and engineers to refine processes, tools, and training across troubleshooting operations.

What you must have:

·        5 years of experience in automotive, robotics, autonomous vehicles, consumer electronics, aerospace, or a related industry with a focus on technical operations, reliability, or fleet support.

·        Experience with productivity and incident tools such as JIRA, Confluence, Microsoft Office, CRM platforms, and/or similar fleet and incident management tools.

·        Demonstrated people leadership experience, such as supervising teams, leading shifts, or providing direction to integration engineers, technicians, or contractors in a fastpaced operational environment.

·        Excellent communication skills, including the ability to give and receive clear, prompt, and understandable verbal and written communication for large groups and varying audiences (e.g., AVTOs, technicians, engineers, and leadership).

·        Proven ability to stay calm, focused, and professional under pressure, including during incidents, escalations, and rapidly evolving situations.

·        Strong attention to detail and execution skills, with a track record of thorough documentation, follow through, and ownership from issue identification through resolution.

·        Enthusiasm for selfdriving technology and its potential impact on safety, accessibility, and the future of mobility.

·        Willingness to work nights, weekends, and a flexible schedule as needed to support ongoing operations, including occasional onsite work at designated facilities.

Preferred:

·        Previous experience managing or leading troubleshooting, NOC, or incident response teams in automotive, robotics, AV, or technology industries.

·        Hands on experience with PagerDuty or similar on call/incident management tools for coordinating responses to high severity events.

·        Extensive experience using JIRA and related tools to manage incidents, track failure modes, and drive engineering work streams.

·        Experience with command line tools, SQL, GitHub, and software integration tools (e.g., INCA) supporting debugging, analysis, and system integration.

·        Background in customerfacing operations or technical support environments, with a strong customer service mindset.

Typical Day in the Role: Cross functional team, works closely with service techs that work on the vehicles, fleet engineers, advanced integration build team etc.

Intake all issues that testing folks have (flat tire, broken censor, etc.) try to get them resolutioned and escalate if needed

Candidate Requirements: 2-5 years of operations or support experience in Autonomous Vehicle testing preferred. 1-2 years of leading teams and/or training experience preferred

5 years of experience in automotive, robotics, autonomous vehicles, consumer electronics, aerospace, or a related industry with a focus on technical operations, reliability, or fleet support.

Top Skills: Experience with productivity and incident tools such as JIRA, Confluence, Microsoft Office, CRM platforms, and/or similar fleet and incident management tools.

Location: ( Onsite Position and  Milford MI )

Disclaimer: 

Kyyba is an Equal Opportunity Employer.

Kyyba does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. Minorities / Females / Protected Veterans / Individuals with Disabilities are encouraged to apply. All employment is decided on the basis of qualifications, merit, and business need.”

It is the policy of Kyyba to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Kyyba at

Rewards:

Medical, dental, vision

401k 

Term life

Voluntary life and disability insurance

Optional Pre-paid legal plan

Optional Identity theft plan

Optional Medical and dependent FSA

Work-visa sponsorship

Opportunity for advancement

Long-term assignment with opportunity for hire by client 

SELECT AWARDS

·  An INC 5000 company for 10 years

·  Corp! Michigan Economic Bright Spots 

·  Crain’s Detroit Business Top Staffing Service Companies in Detroit

·  TechServe Alliance Excellence Award- IT and Engineering Staffing & Solutions

·  Best of MichBusiness winner in HR Wizards & Partnerships

·  Metro Detroit Elite Category: Recruitment, Selection & Orientation for 101 Best & Brightest

·  101 Best & Brightest Companies to Work for in Michigan