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About the Role

Baton is Ryder’s in-house product development group focused on harnessing emerging technologies to redefine transportation and logistics. We design and ship category-defining software that enables Ryder and its 50,000+ customers to plan and execute freight intelligently, efficiently, and cost-effectively. Baton’s mission is to enable supply chain on autopilot. We operate at startup speed with Fortune 500 reach.

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.
Manage and administer Baton's core IT systems including Google Workspace, Slack, AWS, related productivity tools, MDM, office A/V, and our office internet/WiFi.
Develop and implement strategies for bridging Baton and Ryder systems where appropriate, including SSO, identity management, and cross-platform workflows.
Act as primary technical liaison with Ryder's enterprise IT team, navigating policies, security requirements, and integration opportunities.
Build relationships with Ryder IT leadership to advocate for Baton's needs while ensuring alignment with enterprise standards.
Evaluate opportunities to migrate Baton systems to Ryder's enterprise platforms where it makes business and technical sense.
Create and maintain policies, procedures, and documentation for Baton's IT environment that are aligned with Ryder’s security and compliance policies.
Provide hands-on IT support to Baton employees.
Identify opportunities for automation and integration, partnering with engineering teams as needed to execute on these opportunities.

Requirements

8+ years of experience in IT, DevOps, or Site Reliability Engineering
5+ years of experience managing and scaling production support teams in high-growth B2B SaaS environments where reliability, compliance, and customer SLAs are non-negotiable
Hands-on experience administering enterprise IT systems (Google Workspace, Slack, AWS, MDM, SSO/identity, office A/V/networking)
Hands-on experience with monitoring and alerting systems (Prometheus, Grafana, Sentry, DataDog, etc.)
Strong program management skills to lead cross-functional initiatives and drive projects to completion
Strong change-management skills, with a track record of rolling out new systems with minimal disruption and high employee adoption
Experience navigating enterprise procurement, security, compliance, and change-control processes
Comfort navigating large, matrixed organizations (experience working across multiple teams, getting alignment, and influencing without authority)
Deep empathy for employees and customers, with commitment to delivering exceptional support experiences even under pressure
Experience with QA or test automation
Experience building or managing 24x7 support operations
Experience transitioning support teams toward SRE or Technical Solutions Engineering models
Hands-on experience administering both Microsoft 365/Teams/Azure and Google Workspace/Slack/AWS environments and making them play well together
Experience with enterprise security and compliance policy definition and implementation
Experience in logistics, supply chain, or freight technology

Skills

Google Workspace
Slack
AWS
Microsoft 365
Teams
Azure
MDM
SSO/identity
office A/V/networking
Prometheus
Grafana
Sentry
DataDog
program management
change management
procurement
security
compliance
change-control
QA
test automation
SRE
Technical Solutions Engineering

Location

Hayes Valley, San Francisco, CA

Work Type

Full Time
Hybrid

Experience Level

8+ years of experience in IT, DevOps, or Site Reliability Engineering
5+ years of experience managing and scaling production support teams

Salary/Compensations

$180,000- $230,000

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

About the Company

Baton is Ryder’s in-house product development group focused on harnessing emerging technologies to redefine transportation and logistics.
With $10B in freight under management, our technology reaches every part of the U.S. economy.
We design and ship category-defining software that enables Ryder and its 50,000+ customers—including some of the world’s most well-known brands—to plan and execute freight intelligently, efficiently, and cost-effectively.
Our work includes everything from customer-facing software to the data platform that will power the next era of innovation at Ryder.
Baton’s mission: enable supply chain on autopilot.
Ryder acquired Baton in 2022 to power its next wave of digital products.
We operate at startup speed, with Fortune 500 reach.
If you have a passion for solving complex problems and creating impact for the engine of the American economy, you’ll love it here.