Senior Escalation Engineer, Sonatus
Plus stock option offerings
Cloud-based solutions for software-defined vehicles
Open for applications
Cloud-based solutions for software-defined vehicles
101-200 employees
Open for applications
Plus stock option offerings
101-200 employees
Company mission
Sonatus' mission is to create transformative solutions that unlock the full potential of software-defined vehicles..
Role
Who you are
- This is a hands-on role; individuals must be both technical & business savvy; possess solid data center networking knowledge with some automotive experience
- The ideal candidate is needs to be passionate about working with customers and have the tenacity to root cause and identify a solution to CFD (Customer Found Issues), be able to develop effective support workflows and customer engagement models, strive to meet the Service Level Agreement (SLAs), and be driven to attain high CSAT and NPS scores for Sonatus
- Qualifications: A bachelor's degree in computer science, software engineering, or another related field
- 7-10 years working as escalation engineer in data center companies
- Must have in-depth TCP/IP networking knowledge with some amount of automotive experience
- Understand how ECUs interconnect and work within an automotive
- Able to provide multi-channel support through phone, web, e-mail, chat or applicable support portals
- Self-motivated with the ability to dive right in, develop effective processes, and work to ensure our products are well supported per the SLA
- Must be able to work cross-functionally with engineering, product management and other internal teams
- Confident to lead troubleshooting and escalation efforts with internal teams, partners and other vendors
- Strong business and technical acumen with the ability to translate between the two
- Excellent communication and written skills
- Must be able to work independently and be calm under pressure
What the job involves
- Sonatus is seeking a highly motivated Senior Escalation Engineer who can work closely with customers and cross functional teams to ensure that we deliver superior product and excellent customer services as our company continues to expand
- As a Senior Escalation Engineer, you will be the Subject Matter Expert (SME) with the escalation team. You will help grow the team and mentor junior members
- Escalation team will be the first point of contact for Tier-1s, OEMs and partners, and will be responsible for triaging CFD (customer found defect)
- Possess excellent debugging skills to troubleshoot complex issues in a multi-vendor deployment scenario; be able to suggest immediate workaround while looking into the root cause and permanent solutions with the engineering team and other partners
- Debug CFD issues by performing log analysis, recreation of issues on the test bench, validate engineering fixes before distributing to customers
- Experience with using CANoE or similar type of test tool to generate CAN traffic as part of issue recreation exercise
- Work closely with the QA and development teams to understand if the CFD is a test escape, user error or unsupported operations. Provide feedback to the engineering team to ensure that test escape will be caught in future testing in case of recurrence
- Act as liaison between customer and engineering team
- Able to present status of issue to management both internally and externally
- Follow up and respond to customers per the agreed Service Level Agreement (SLA), including providing trouble ticket updates regularly and keep all key stakeholders informed until a solution is identified and delivered to the customer
- Identify necessary tools needed for the team to work effectively
- Create CFD dashboard to help monitor and track status of issues and measure relevant KPI, such as time to respond, time to resolve, statistics of component failures, profile possible systematic issue or failure trend
- Be able to be on call for the 24x7 global support operations during weekends, non-business hours and holidays as needed
- Some travel may be required
Our take
Software-defined vehicles represent the biggest innovation in automobiles for decades, but there are large obstacles in the way of its growth. The software that defines such vehicles requires over-the-air (OTA) updates and other forms of maintenance if vehicles will be future-proof, and this can quickly become a time-consuming and resource-intensive process.
Sonatus develops cloud-based solutions for software-defined vehicles, providing a platform called Digital Dynamics that empowers automakers to harness vehicle data, add feature updates, diagnose problems, and maintain vehicle infrastructure wirelessly and in real time. The company achieves its flexibility through cloud-empowered data infrastructure, no-code software solutions, and working closely with clients.
Whilst the company faces competition from other IoT vehicle software companies such as Blackberry, Sonatus shows great potential to compete through its all-in-one approach to OTA vehicle software management. This has garnered the company impressive funding, which it will use to support its electric vehicle platform and increase production volume. In 2023, the company further exemplified its growing influence through a break into the Japanese market and an appearance on Forbes' America's Best Startup Employers 2023 list.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (2 rounds)
Dec 2022
$75m
SERIES A
Jul 2021
$35m
SERIES A
Total funding: $110m
Company benefits
- Stock option plan
- Health care plan (Medical, Dental & Vision)
- Retirement plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Unlimited paid time off (Vacation, Sick & Public Holidays)
- Family leave (Maternity, Paternity)
- Flexible work arrangements
- Free food & snacks
Company values
- Respect - for people, truth, and the role technology plays in improving lives
- Intelligence - that breaks barriers, fuels innovation, and creates the future
- Collaboration - with those who are committed to making a difference that goes beyond self
- Excellence - that far exceeds expectations and continuously strives to improve outcomes
Company HQ
Sunnyvale, CA
Articles
Leadership
Jeffrey Chou
(CEO)Experience as Senior Director of Engineering for Nuova Systems from 2005 to 2012. Founder of Diamanti from since 2012.
Yu Fang
(CTO)Head of Mobile Engineering for NAUTO from 2016 to 2018. Experience as CTO of CARDFREE.
Salary benchmarks
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Diversity, Equity & Inclusion at Sonatus
- Sonatus is a tight knit team aligned around a unified vision. We put progress ahead of politics and are not afraid of asking tough questions. Sometimes we get too busy to say it, but you can be confident that you and your contributions will matter every day. We embrace diversity in all regards because respect is ingrained in our every fiber.
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