Systems Engineering Lead/Manager - Support (Autonomous Systems)

• Design and implement comprehensive monitoring systems for support effectiveness metrics including: First Time Fix Rate (FTFR), Time to Resolution/Containment Action, Time to Root Cause identification, Product quality metrics (defect escape rates), Onboarding effectiveness measurements
• Extend monitoring capabilities beyond direct team to ensure organization-wide support efficiency
• Establish SLA compliance tracking and reporting mechanisms for Open Autonomy and FMS deployments

• Be relentless in pursuit of continuous improvement
• Analyze and report on product quality trends and support effectiveness to senior leadership
• Drive continuous improvement initiatives within both Development and Support organizations
• Lead change management projects to optimize support processes and tools
• Identify and quantify risks within the development and support processes and implement appropriate controls

• Define standards and ways of working to enable growth of a high capability systems engineering team
• Design, document, and implement scalable support processes for high-availability autonomous systems
• Establish feedback loops between Support, Development, and QA teams
• Optimize escalation procedures and technical handoff processes
• Develop playbooks for critical incident response specific to autonomous mining operations

• Interface with product management/owners and developers to define and improve requirements and test cases
• Provide strategic feedback on product testing methodologies based on field support insights
• Support product testing initiatives by leveraging team's operational expertise
• Collaborate with the Simulation group to employ simulation capabilities for better customer outcomes
• Ensure test scenarios reflect real-world operational challenges in mining environments
• Support the product and delivery teams in deriving testable specifications from requirements

• Manage team budget, resource allocation, and capacity planning
• Conduct performance reviews and career development planning
• Participate in technical architecture reviews and design decisions
• Contribute to product roadmap discussions based on support insights
• Ensure compliance with engineering standards and best practices
• Work with Product Owners and/or stakeholders to help set direction for the team

• Bachelor's Degree in Software, Mechatronics, Systems Engineering or equivalent
• 5+ years' experience working on complex systems comprised of edge and cloud computing elements, sensing and sensor processing communicating using fixed and wireless networks
• 2+ years of people management experience in a technical environment
• Strong software development background, preferably in Python and C++
• Proven experience with high-availability systems and autonomous or robotics platforms
• Experience with incident management frameworks (ITIL, SRE practices)
• Experience with monitoring and observability tools
• Demonstrated ability to work effectively across organizational boundaries
• Excellent analytical and problem-solving skills with focus on root cause analysis
• Strong written and verbal communication skills
• Experience leveraging automation and simulation frameworks for product verification

Nice to Have:

• Prior experience with the mining industry and/or mining operational systems such as Fleet Management or Autonomous Equipment
• Experience working with cloud environments such as AWS or Azure
• Knowledge of Open Autonomy frameworks and autonomous vehicle systems
• Experience with data analytics and visualization tools
• Six Sigma, Lean, or other process improvement certifications
• Experience managing distributed or remote teams
• Track record of successful change management initiatives
• Experience working in the autonomous vehicle or robotics industry

• Must be eligible to work in Australia
• This role may require some international and domestic travel to customers sites or Wenco offices (<15%) Occasional travel to mining sites for incident support and system validation
• Occasional travel to mining sites for incident support and system validation