Baton (A Ryder Technology Lab)

Compensation

Full Description

About the position We’re looking for our first Technical Support Leader to own the vision, strategy, and execution of Baton’s Production Support function, ensuring platform reliability, operational excellence, and exceptional customer experiences as we scale. You’ll lead and grow a team of Production Support Engineers, and establish Baton’s technical support function as a strategic partner to Engineering, Product, and Customer Success. This role blends strategic execution, people leadership, and operational rigor. This is ideal for someone who thrives in ambiguity, enjoys building from 0-1, and cares deeply about reliability, customers, and engineering velocity. Responsibilities • Lead and mentor a high-performing Production Support Engineering team, fostering a culture of ownership, empathy, and continuous improvements • Build and execute hiring, onboarding, and career development plans, establishing clear pathways for growth • Create structured onboarding programs to accelerate context-building on Baton's products, tech stack, and business logic • Foster deep integration between PSE and core engineering teams, breaking down silos and enabling knowledge sharing • Design and implement comprehensive runbooks, processes, and operational documentation • Establish and manage SLAs and key metrics (uptime, response time, resolution time, CSAT), driving continuous improvement through data • Own customer and operator communication during incidents, ensuring clear, timely, and empathetic updates during outages and degradations • Leverage customer insights, telemetry, and support trends to proactively detect issues, automate solutions, and advance support tooling • Partner with Engineering to validate new features, run bug bashes, create E2E/integration tests in response to incidents, and support pre-onboarding QA for customer migrations • Define the team’s charter, transforming Production Support towards a hybrid Site Reliability Engineering (SRE) / Technical Solutions Engineering model • Partner with Engineering and Product leadership to influence platform reliability, observability tooling, and self-service capabilities—ensuring Baton's infrastructure can scale to support Ryder's 50K+ customers • Define and execute a roadmap toward 24x7 coverage, reducing external help desk dependencies as the business scales • Establish processes for the PSE team to take on customer-specific technical solutions, configuration changes, and lightweight operational fixes—protecting engineering bandwidth for strategic roadmap work • Champion exceptional customer experiences: Use incident trends and customer feedback to drive platform improvements that prevent future issues and increase customer satisfaction Requirements • 7+ years of experience in technical support, DevOps, or Site Reliability Engineering • 5+ years of experience managing and scaling production support teams in high-growth B2B SaaS • Strong technical background with deep understanding of cloud infrastructure, CI/CD, containerization (Kubernetes, Docker), and observability tools • Hands-on experience with monitoring and alerting systems (Prometheus, Grafana, Sentry, DataDog, etc.) • Track record of building 0-to-1 support functions where you owned both the "what" and the "how" • Strong program management skills to lead cross-functional initiatives and drive projects to completion • Proven ability to operate independently in ambiguous environments, defining strategy and executing without extensive guidance from leadership • Experience operating in enterprise or high-scale B2B SaaS environments where reliability, compliance, and customer SLAs are non-negotiable • Comfort navigating large, matrixed organizations (experience working across multiple teams, getting alignment, and influencing without authority) • Deep empathy for customers, with commitment to delivering exceptional support experiences even under pressure Nice-to-haves • Experience in logistics, supply chain, or freight technology • Background in QA or test automation • Previous experience building or managing 24x7 support operations • Experience transitioning support teams toward SRE or Technical Solutions Engineering models • Front-end experience (React, TypeScript) for handling lightweight UI fixes • Experience in Fortune 500 or large enterprise tech organizations, particularly in roles requiring cross-functional alignment and executive communication • Fluent in Spanish Benefits • Competitive Base Salary + Cash Bonus Structure • Annual Company Bonus + Long Term Incentive Plan • 401k with Matching • Hybrid Work Schedule • Hyper-Stable, publicly traded Enterprise • Medical, Dental, and Vision Health Coverage • Employee Stock Purchase Program (15% discount to market value) • Collaborative, Fun, and Tech Forward office in Hayes Valley, San Francisco, CA