Customer Support Engineer Lead

Position brief

Sonatus is looking for a technical support engineer lead to work with, support, and facilitate mass production vehicles with international Auto-OEMs and its Tier-1 suppliers.  Position opening is in Sunnyvale, CA.

Company introduction

Sonatus was founded by industry veterans from Cisco, Sun Micro, Nauto, and various startups to enable the digital transformation in automobile.  As new applications and data are deployed and generated in the automobile, the underlying IT infrastructure within the vehicle needs to modernize.  Sonatus will be bringing to market an in-vehicle ethernet network in 2020.  The company is head-quartered in Silicon Valley, California

Responsibilities

  • Be the initial and primary contact with the customer, including customer R&D, operations, manufacturing, upper management
  • As the business grows, hire and lead an international team of Technical Support Engineers
  • Initially, need to be able to take a call 24×7 until the team grows
  • Define support approach
  • Manage and implement support process and function to ensure quality and responsiveness
  • Develop and report Support Metrics
  • Work with and support international Auto-OEMs and Tier-1 suppliers on vehicle mass production activities which include pilot programs, start of production, post production
  • Facilitate and coordinate communication, tracking issues, and driving issues to closure
  • Test hardware and software, troubleshoot and report issues, document solutions, and train personnel
  • Occasional international travel

Basic qualifications

  • Engineering or Computer science degree (BS or MS)
  • 10+ years relevant experience
  • Experience in automobile electronics, software, manufacturing or operations
  • Experience in the automobile industry in a technical support role
  • Team player, great communicator
  • Self motivated, able to work independently, able to drive issues to closure

Desirable qualification

  • Experience with SOP activities in the automobile industry
  • Some knowledge and experience with IT technologies such as ethernet
  • 15+ years relevant experience

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