Troubleshooting Supervisor (Night Shift)


  • Full Time

We're Cruise, a self-driving service designed for the cities we love.

We’re building the world’s most advanced, self-driving vehicles to safely connect people to the places, things, and experiences they care about. We believe self-driving vehicles will help save lives, reshape cities, give back time in transit, and restore freedom of movement for many.

Cruisers have the opportunity to grow and develop while learning from leaders at the forefront of their fields. With a culture of internal mobility, there's an opportunity to thrive in a variety of disciplines. This is a place for dreamers and doers to succeed.

If you are looking to play a part in making a positive impact in the world by advancing the revolutionary work of self-driving cars, join us.

Due to additional demand, we are looking for a Troubleshooting Supervisor to assist in technical and operational tasks. These individuals will work closely with Cruise Operations staff and our Vehicle Technicians and Engineers to ensure our fleet improve uptime.

This is a full-time position with Cruise and will require onsite attendance. Positions for day, swing and night shifts are available.

What You’ll Be Doing: 

  • Foster Cruise’s Safety First culture.

  • Coordinate field communications between operations, management and engineering.

  • Report and track unresolvable issues, mitigation steps, best practices and investigations of failures.

  • Compile detailed timelines with anecdotal feedback, operational impact and technical assessment for high severity issues.  

  • Develop and roll out SOPs and SLAs to improve troubleshooting processes and policies.

  • Enforce process adherence and escalate performance issues. 

  • Occasional timely response to duty locations outside of primary facility.

  • Act as a liaison between Troubleforce Ops and leaders in the Operations Control Center or partner teams.  

  • Audit tickets, response and escalations completed throughout the shift.  

  • Create, maintain and monitor failure modes and tags. Identify trends, manage new failures, compile thorough documentation and perform escalations.

  • Identify SW regressions, monitor fleet-health dashboards and narrow down pull requests with issues and fixes.   

  • Act as point of contact for all high severity issues observed by Commercial Operations, offering support for outages, attending war room meetings, performing event risk characterization, adjusting severity levels and representing troubleforce in retro meetings. 

  • Supervise Troubleforce contractors and provide direction when needed.

  • Ensure the team is ready to respond to high severity failures by running drills, develop training and aligning with partner teams on SLAs. 

  • Conduct daily stand-up, update the team on new developments, policy changes and present on status of metrics. 

  • Fulfill data requests, debug events of interest and test new features to refine them prior to rollout.

  • Work with Technicians for process improvement and quality control. Identify areas of improvement for work orders, reducing the need where possible and ensuring proper downing policies are in place and being used.

  • Ensure work orders are detailed and thoroughly filled out with summary and technician instructions and fill in failure modes with technician steps for already known issues based on wikis.

  • Fill gaps in coverage to maintain 24/7 support to meet demand for the day and assist with mitigation actions and containment plans.

  • Work with partner teams to develop a plan to geofence locations based on large events or changes in infrastructure. 

  • With the support of engineers, manage the “potential new failure mode” process and ensure resolutions are documented in the database.

 What You Must Have:

  • Technical background and understanding.

  • Demonstrate professionalism amongst various levels of management, AVTO operations, engineers, and the public.

  • Excel in a complex and dynamic environment.

  • Able to drive numerous activities and projects simultaneously and with ease.

  • Foster passion about self-driving technology and its potential impact on the world amongst colleagues. 

  • Strong attention to detail.

  • Ability to give and receive clear, prompt, understandable verbal and written communication, including large groups and varying audiences.

  • Capacity to remain alert and extremely focused for uninterrupted blocks of time.

  • May be required to work nights, weekends and have a flexible schedule.

  • Basic knowledge of SQL and Github.

  • Excellent customer service.

Bonus Points!

  • Previous experience managing teams

  • Background in automotive and/or technology industry

  • Experience using pager duty

  • Experience using command line or programming

  • Extensive experience using JIRA

The salary range for this position is $32.00 – 47.00/hr. Compensation will vary depending on location, job-related knowledge, skills, and experience. You may also be offered a bonus, restricted stock units, and benefits. These ranges are subject to change.

Why Cruise?

  • Our benefits are here to support the whole you:
    • Medical / dental / vision, AD+D and life insurance
    • Subsidized mental health benefits
    • One Medical membership
    • Flexible Spending Account 
    • Monthly wellness stipend
    • 401(k) match 
    • Paid time off: vacation, sick, public health emergency, jury duty, bereavement and company holidays. 
    • Paid parental, family care and medical leave
    • Family care benefits: fertility benefits, Dependent Care Flexible Spending Account (subsidized by Cruise).
    • Non-remote employees: Pre-tax Commuter Benefit Plan, healthy meals and snacks 
    • CruiseFlex – a working policy for US-Based Cruisers that lets you and your manager find what working style is best for you, whether it’s primarily in-person, primarily at home or a combination of home and in-office time.
  • We’re Integrated
    • Through our partnerships with General Motors and Honda, we are the only self-driving company with fully integrated manufacturing at scale.
  • We’re Funded
    • GM, Honda, Microsoft, T. Rowe Price & Walmart have invested billions in Cruise. Their backing for our technology demonstrates their confidence in our progress, team, and vision and makes us one of the leading autonomous vehicle organizations in the industry. Our deep resources greatly accelerate our operating speed.
  • We’re Independent
    • We have our own governance, board of directors, equity, and investors. Our independence allows us to not just work on the edge of technology, but also define it.
  • We’re Vested
    • You won’t just own your work here, you’ll have the potential to own equity in Cruise, too. We are competing in a market that is projected to grow exponentially, which gives our company valuation room to grow.
    • Recurring Liquidity Opportunity (RLO) – a unique equity program where employees, both current and former, have the option to sell any amount of their vested equity on a recurring basis, currently quarterly.
  • We’re Safety Conscious
    • We integrate #staysafe, our top priority at Cruise, into our everyday work. Through our Safety Management System, every Cruiser is asked to do their part by reporting any potential issues or hazards they observe and making continuous improvements. You’ll be able to contribute to safety at Cruise, no matter your job function or title.

Cruise LLC is an equal opportunity employer. We strive to create a supportive and inclusive workplace where contributions are valued and celebrated, and our employees thrive by being themselves and are inspired to do the best work of their lives. 

We seek applicants of all backgrounds and identities, across race, color, ethnicity, national origin or ancestry, citizenship, religion, sex, sexual orientation, gender identity or expression, veteran status, marital status, pregnancy or parental status, or disability. Applicants will not be discriminated against based on these or other protected categories or social identities. Cruise will consider for employment qualified applicants with arrest and conviction records, in accordance with applicable laws.

Cruise is committed to the full inclusion of all applicants. If reasonable accommodation is needed to participate in the job application or interview process please let our recruiting team know or email

We proactively work to design hiring processes that promote equity and inclusion while mitigating bias. To help us track the effectiveness and inclusivity of our recruiting efforts, please consider answering the following demographic questions. Answering these questions is entirely voluntary. Your answers to these questions will not be shared with the hiring decision makers and will not impact the hiring decision in any way. Instead, Cruise will use this information not only to comply with any government reporting obligations but also to track our progress toward meeting our diversity, equity, inclusion, and belonging objectives.

Note to Recruitment Agencies: Cruise does not accept unsolicited agency resumes. Furthermore, Cruise does not pay placement fees for candidates submitted by any agency other than its approved partners.