About Us Rivian and Volkswagen Group Technologies is a joint venture between two industry leaders with a clear vision for automotive’s next chapter. From operating systems to zonal controllers to cloud and connectivity solutions, we’re addressing the challenges of electric vehicles through technology that will set the standards for software-defined vehicles around the world. The road to the future is uncharted. By combining our expertise across connectivity, AI, security and more, we’ll map a new way forward. Working together, we’ll create a future that’s more connected, more intelligent, more sustainable for everyone. Role Summary We are seeking an experienced and dynamic Sr. Manager to lead our L1 and L2 Bug Triage and Partner Support team. This pivotal role is responsible for overseeing the entire 3-level bug triage process, ensuring its effectiveness and efficiency, and managing the first line of technical support for our valued partners. You will be instrumental in maintaining the quality of our production hardware and supporting the development of upcoming products by ensuring that reported issues are handled swiftly and effectively. Responsibilities Team Leadership & Management: Lead, mentor, and develop a team of L1 and L2 triage engineers, fostering a culture of excellence, collaboration, and continuous improvement. Manage team performance, set clear goals, and provide regular feedback and coaching. Oversee resource allocation and workload distribution within the L1 and L2 teams. Bug Triage Process Oversight: Manage and continuously refine the 3-level bug triage process as outlined in our charter, ensuring adherence and identifying areas for optimization. Oversee the initial intake, verification, categorization, prioritization, and assignment of all software and firmware bugs. Ensure timely and accurate logging of bugs in the tracking system. Monitor and drive the resolution of bugs, ensuring progress through L1, L2, and effective escalation to L3 deep expert teams when necessary. Specifically manage the L1 and L2 teams' responsibilities, including in-depth analysis, reproduction, diagnosis, and resolution of bugs within their scope. Partner Support (Field Application Engineering - First Level): Establish and manage the first-level technical support function for our partners, acting as the initial point of contact for their reported issues and technical queries. Ensure partner-reported bugs are efficiently integrated into the triage process. Build and maintain strong relationships with partners, ensuring their technical needs are addressed promptly and effectively. Performance & Reporting: Define, track, and report on Key Performance Indicators (KPIs) for the triage process and partner support, including Average Time to Triage, Bug Backlog Size/Age, L2 Resolution Rate, L2 to L3 Escalation Rate, and Partner Satisfaction. Provide regular reports and dashboards to stakeholders (Engineering Management, Product Management, QA) on team performance, bug trends, and process effectiveness. Process Improvement & Knowledge Management: Drive the development and maintenance of a comprehensive knowledge base for common issues, troubleshooting steps, and resolutions. Identify trends and patterns in bug reporting to inform preventative actions and provide feedback to development and QA teams. Champion the use of appropriate tools and resources, ensuring the team is proficient and has what they need to succeed. Collaboration & Communication: Foster strong communication channels and collaborative relationships with L3 expert teams, core engineering, QA, Product Management, and other stakeholders. Facilitate regular triage meetings (e.g., daily stand-ups for L1/L2, L2/L3 syncs) and ensure effective communication flows. Act as a key point of contact for escalations and critical issue management. Qualifications Qualifications: Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience. 10+ years of experience in a software development, technical support, bug triage, or software/firmware quality assurance role 5+ years of experience in a leadership or management role, with a proven ability to build, mentor, and manage high-performing technical teams. Demonstrable experience in establishing and managing bug triage processes. Experience in a customer-facing or partner-facing technical support role (e.g., Field Application Engineer, Technical Account Manager) is highly desirable. Excellent analytical, problem-solving, and troubleshooting skills with meticulous attention to detail. Exceptional communication (written and verbal), interpersonal, and presentation skills. Proven ability to work effectively in a fast-paced, cross-functional environment. Experience with defining, tracking, and reporting on KPIs. Familiarity with diagnostic tools, debugging environments, and version control systems. Experience with one or more of the following Audio, Display, Touch, Graphics, Linux Kernel, Hypervisor Experience with one or more of the following Android, Linux based embedded systems for an Automotive or a consumer electronics product Preferred Skills: Experience with hardware/software integration issues. Strong understanding of software and hardware co-development lifecycles Experience with managing intercontinental teams. A strong ability and willingness to get their hands dirty in debugging and fixing issues including log analysis and on device debugging. Travel Requirements: Ability and willingness to travel to customer/partner sites and to remote offices on a regular basis (roughly 25% of the time) Pay Disclosure Salary Range/Hourly Rate for California Based Applicants: 237,000 USD - 297,000 USD (actual compensation will be determined based on experience, location, and other factors permitted by law). Benefits Summary: Rivian and Volkswagen Group Technologies provides robust medical/Rx, dental and vision insurance packages for full-time and part-time employees, their spouse or domestic partner, and children up to age 26. Full Time Employee coverage is effective on the first day of employment. Part-Time employee coverage is effective the first of the month following 90 days of employment. Equal Opportunity Rivian and Volkswagen Group Technologies is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law. We are also committed to ensuring compliance with all applicable fair employment practice laws regarding citizenship and immigration status. Rivian and Volkswagen Group Technologies is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com. Candidate Data Privacy Rivian and VW Group Technologies (“Rivian and Volkswagen Group Technologies”) may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian and Volkswagen Group Technologies may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian and Volkswagen Group Technologies may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian and Volkswagen Group Technologies affiliates; and (iii) Rivian and Volkswagen Group Technologies’ service providers, including providers of background checks, staffing services, and cloud services. Rivian and Volkswagen Group Technologies may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions. Please see our Candidate Data Privacy Notice (English) and Candidate Data Privacy Notice (Serbian) for more information. Please note that we are currently not accepting applications from third party application services.