Support Manager, Sonny Team (Robotics)

Location: On-site in Watertown, MA, United States; primary day shift with flexibility to cover gaps when needed.

Company

hirify.global is a robotics research and deployment company building robot hardware and artificial intelligence for real-world industrial and customer environments.

What you will do

• Lead the Sonny operator and support team and direct outside support agents assigned to the platform.
• Own daily support operations, including people, shifts, ticket quality, and coverage.
• Ensure hardware issues reach maintenance with the details needed for action.
• Coach team members and improve support performance.
• Prepare weekly reports on team and Sonny platform performance.

Requirements

• 3+ years of experience in technical support, operations, or a similar fast-paced technical environment.
• 1+ years leading a team or shift, formally or informally.
• Track record of coaching people and helping them improve.
• Comfort with ticketing systems, schedules, and operational data in spreadsheets.
• Clear, calm communication with operators, engineers, and leadership.
• Ability to learn new software and AI tools quickly.
• Ability to work in the Watertown, MA office on a primary day shift, with flexibility to cover gaps when needed.

Nice to have

• Experience in robotics, automation, remote operations, manufacturing, or logistics.
• Experience building a schedule, process, or training program that a team continues to use.
• Experience running support for a product in its early days while processes were still being defined.

Culture & Benefits

• Full-time employment with regular in-office meals and team social events.
• Employer-covered health insurance.
• Managed 401(k).
• Unlimited PTO and federal holidays off for full-time salaried employees; hourly employees receive 16+ accrued paid days off and 1.5x pay on federal holidays.
• Collaborative environment focused on ownership, rapid learning, high standards, and solving difficult robotics problems.