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About the Role

This role focuses on leading and developing a Production Support Engineering team, driving operational excellence, and contributing to strategic initiatives to enhance platform reliability and customer experience within a B2B SaaS environment.

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 technical support, 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.
• 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.

Skills

• Monitoring and alerting systems (Prometheus, Grafana, Sentry, DataDog, etc.)
• Experience in logistics, supply chain, or freight technology (preferred)
• Background in QA or test automation (preferred)
• Previous experience building or managing 24x7 support operations (preferred)
• Experience transitioning support teams toward SRE or Technical Solutions Engineering models (preferred)
• Hands-on experience administering both Microsoft 365/Teams/Azure and Google Workspace/Slack/AWS environments and making them play well together (preferred)
• Experience with enterprise security and compliance (preferred)

Work Type

• Full-time

Salary/Compensations

• 180000
• 230000

Benefits

• Comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options.
• Paid time off for vacation, illness, bereavement, family and parental leave.
• Tax-advantaged 401(k) retirement savings plan.

About the Company

• At Ryder, you’re trusted to make an impact—while enjoying room to grow and having a voice that’s heard. Our culture is built on respect, collaboration, and shared pride in doing great work rooted in innovation and safety.
• Your Voice. Your Success. The Future We Build Together.

Equal Opportunity

• Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.
• All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.