Shift Lead, Fusion Center Analysts

The Fusion Center Analyst Shift Lead will actively manage and engage in the operational uptime of our robotaxi and test fleet. Primary responsibilities include live troubleshooting of hardware/software issues, interfacing with operators, capturing troubleshooting details in Jira, and reporting back to our Fleet Support Engineering team. You will work closely with leaders within the Fleet Operations organization and assist and interact with multiple teams across the company, including TeleGuidance, PMO, User Experience, and Product. Our Shift/Team Leads are disciplined team players who believe in doing everything it takes to accomplish the mission safely. As a Fusion Center Analyst Shift Lead, you will lead a team of Fusion Center Analysts to ensure they are meeting our Service Level Agreements (SLA’s) and to Zoox standards. Additionally, you will be responsible for maintaining productivity, quality and safety standards for both the robotaxi and test fleet for all operating hours. Shift/Team Leads at Zoox are hands-on with their team, working with & alongside them daily, leading by example to ensure all software and hardware tests are executed to Zoox’s high standards. You will be the field expert for tools, features, and functions related to TeleOps workflows, coordinating and streamlining processes supporting Fleet Operations at Zoox. Shift: Monday - Friday, 10am - 6pm In this role, you will: • Uphold a safety-centric, inclusive, and open-communication culture and conduct written and oral performance feedback with direct reports at regular intervals • Become knowledge experts on all Zoox platforms • Interact with contractors assigned to Zoox to answer questions, provide information, and ensure they understand and execute their job assignments • Act as a “player/coach” regularly and as the first point of contact to support service escalations • Perform initial diagnosis and troubleshooting: Leverage your knowledge of autonomous vehicle systems, robotics, and software to quickly analyze telemetry data, identify potential root causes, and implement preliminary diagnostic procedures. • Escalate unresolved issues and ensure timely intervention by higher-level teams. • Document issue resolution processes: Capture detailed records of troubleshooting steps, findings, and solutions to inform future training and system improvements. • Analyze historical data and identify trends: Utilize data analytics tools to identify recurring issues, predict potential problems, and proactively implement preventive measures. • Communicate effectively and build trust: Collaborate seamlessly with diverse stakeholders, providing clear and concise updates to passengers, operators, engineers, and management teams. • Support on-call rotation with the possibility of day, swing, and mid-shift Qualifications • 6+ years of experience working in a high-level collaborative environment and promoting a teamwork mentality • 2+ years of experience in technical troubleshooting, ideally within the automotive or transportation industry. • Proven ability to problem-solve and improve operational efficiency • Experience working in a complex technical environment • Proactive mindset and resourcefulness • Strong written and verbal communication skills to coordinate with team members and management and explain technical issues • Strong analytical and problem-solving skills with the ability to think critically under pressure. • Excellent communication and collaboration skills, able to effectively communicate complex technical information to both technical and non-technical audiences. • Demonstrated proficiency in data analysis and interpretation. • Ability to work independently and manage multiple tasks concurrently in a fast-paced environment. • Strong commitment to safety and adherence to strict quality standards. Bonus Qualifications • Bachelors degree • 3+ years of autonomous vehicle industry or operations experience • Experience with electric vehicle technology • Experience with remotely supporting vehicle troubleshooting & experience with vehicle hardware • Experience with Linux & Python-based programming systems for fleet-level data processing • Experience with software that interfaces with hardware