Technical Assistance Manager (Autonomous Vehicles)

Location: Phoenix, AZ, United States; onsite. The role is primarily remote/desk-based for technical support, with periodic onsite depot visits for complex cases, training, and audits. Availability across shifts and time zones may be required.

Company

hirify.global develops autonomous transportation and fleet management solutions to make mobility safer, more efficient, and accessible.

What you will do

• Serve as the single point of contact for technician escalations across supported depots and provide guidance from triage through resolution.
• Lead remote diagnostics for high-voltage systems, power electronics, vehicle electrical architectures, harness-level faults, pin-level issues, and software-to-hardware conflicts.
• Review, validate, submit, track, and close engineering escalations, ensuring accurate technical data and clear field instructions.
• Document symptoms, diagnostic paths, resolutions, and outcomes while maintaining troubleshooting guides and known-issue bulletins.
• Analyze case trends, identify recurring failures, lead root cause analyses, and improve first-time fix rates and escalation workflows.
• Coach AV technicians across Levels 1–4 and enforce high-voltage, lithium-ion battery, OEM warranty, and rider-only readiness requirements.

Requirements

• Technical mastery equivalent to AV Tech 4, including advanced automotive, electric vehicle, or autonomous systems experience.
• 8–12+ years of experience, including work as a master technician, shop foreman, or technical assistance/field support lead.
• Expert diagnostics of high-voltage battery systems, power electronics, complex electrical architectures, and software-to-hardware interactions.
• Ability to guide technicians remotely with clear, step-by-step instructions and manage multiple escalations under time pressure.
• Strong case documentation, data analysis, root cause analysis, coaching, and cross-functional communication skills.
• Ability to obtain required OEM certifications; a valid driver's license and acceptable driving history are required.

Nice to have

• 2+ years in technical support, escalation management, or an OEM technical assistance center role.
• Bachelor's degree in Mechanical Engineering, Electrical Engineering, Robotics, or a related field, or an Associate's degree with equivalent experience.
• ASE L3 or equivalent high-voltage certification and ASE Master Technician certification.

Culture & Benefits

• Collaborative, positive, curious, and engaged working environment.
• Fast-paced work with evolving vehicle hardware, software, and standard operating procedures.
• Safety-sensitive position with mandatory drug screening and background checks after a conditional offer.
• Employment with a multi-state employer committed to equal opportunity and fair-chance practices.