Fleet Management & Tech Support

Position Summary

Fleet Management & Tech Support is responsible for leading Passive Logic's Service Operations organization, ensuring the continuous availability, reliability, and operational excellence of Hive, Autonomy, and deployed customer building automation systems.

This role provides technical support while serving as the primary operational interface between customers, Customer Success, Engineering, Product Management, and Deployment teams.

The Manager owns customer incident management, production operations, change management, software deployment, platform monitoring, customer communications, and service delivery against defined Service Level Agreements (SLAs). The role is also responsible for building the operational foundation for Passive Logic's Managed Services business, driving continuous improvement, automation, and operational scalability as the company grows.

In addition, the Manager owns the operational enablement and technical support model for Passive Logic’s indirect channel, including distributors, Master Systems Integrators (MSIs), and installers. This includes the tools, processes, documentation, support workflows, and operational governance required for partners to deploy and support Passive Logic solutions successfully at scale.

• Own day-to-day operations of Passive Logic's production customer environments.

• Ensure operational consistency across all customer deployments.

• Develop scalable operational processes as customer deployments increase.

• Monitor operational KPIs and continuously improve service delivery.

• Establish operational readiness for new products, releases, and customer deployments.

• Own the end-to-end customer incident management process.

• Lead major incident response and coordinate cross-functional resolution activities.

• Ensure first- and second-level technical support meets defined response and resolution SLAs.

• Drive root cause analysis and corrective actions following major incidents.

• Escalate critical issues appropriately while maintaining customer and executive visibility.

• Ensure incidents are fully documented and closed only after customer validation.

• Oversee customer configuration changes and production maintenance activities.

• Coordinate production changes while minimizing customer impact.

• Manage software redeployments and recovery activities.

• Maintain operational governance for all production changes.

• Ensure complete change documentation and auditability.

• Serve as the operational point of contact during customer incidents and maintenance activities.

• Provide timely, accurate, and transparent customer communications.

• Coordinate customer notifications for planned maintenance, outages, and software releases.

• Partner with Customer Success to ensure an exceptional customer experience.

• Manage operational escalations with professionalism and urgency.

• Lead production software deployments across customer environments.

• Coordinate Hive version upgrades and Autonomy software releases.

• Execute controlled redeployments following planned maintenance or incidents.

• Validate deployment success through monitoring and customer verification.

• Continuously improve deployment quality, repeatability, and automation.

• Ensure high-quality engineering tickets are created with complete diagnostics, telemetry, logs, and reproduction steps.

• Prioritize engineering work based on customer impact and business priorities.

• Track engineering deliverables against clearly defined SLAs.

• Coordinate issue validation and customer acceptance following engineering fixes.

• Maintain effective operational collaboration between Service…