Tutor is building the world's largest fleet of generally capable robot workers for American factories and warehouses and needs to ensure their support and field operations teams are empowered to deliver consistent, high-quality service.
Requirements
- Proficiency with SQL and Excel/Google Sheets for querying, analysis and reporting on operational data.
- Experience building dashboards and visualizations with tools such as Metabase.
- Solid understanding of process design, documentation standards, knowledge-management best practices, and continuous improvement mindset.
- Familiarity with automation tools or scripting (Zapier, internal scripts, Airflow etc).
Responsibilities
- Develop and maintain comprehensive support playbooks, troubleshooting guides, escalation workflows, and onboarding/training materials for support and field teams.
- Serve as the go-to person for support knowledge: keep our knowledge-base current, searchable, and aligned with best practices.
- Query and analyze operational/support data (SQL, Sheets/Excel) to identify recurring issues, training gaps, and process improvement opportunities.
- Build dashboards/visualizations (Metabase or similar) to monitor support/field enablement KPIs (e.g., time-to-resolution, knowledge base usage, incident recurrence, onboarding ramp time).
- Collaborate with Engineering and Operations to triage systemic support issues, gather root-cause insights, turn those into training/knowledge updates, and validate post-fix documentation.
- Own enablement experiments: define metrics, implement pilot training/process changes, track outcomes and surface results to leadership.
Other
- 2+ years experience in technical support, support operations, or high-volume service environments (including strong hands-on troubleshooting background).
- Comfortable collaborating across functions (Engineering, Field Ops, Support) and able to translate technical detail into actionable internal enablement content.
- Excellent written and verbal communication skills; an ability to distill complex technical issues into clear guides/training.
- Highly organized, self-directed, and proactive in identifying improvement opportunities.
- Experience in 24/7 operations, incident response or alert-driven support workflows.
- Background in robotics, logistics, manufacturing or embedded systems.
