The Support Enablement Specialist develops playbooks, maintains knowledge bases, analyzes support data, and collaborates with teams to improve support operations.
The Company:
We understand that general purpose and generally intelligent robots are going to be built in our lifetimes. Not content to sit on the sidelines, we work efficiently towards this goal by combining human and artificial intelligence into something greater than the sum of its parts — a Tutor Intelligence.
Founded by MIT alumni and backed by the best investors in AI and robotics, Tutor is building the world's largest fleet of generally capable robot workers for American factories and warehouses.
Job Summary:
We’re looking for a Support Enablement Specialist who bridges tech support, data, and documentation. You’ll own the internal toolkit: playbooks, knowledge base, training, and analytics that empower our support and field operations teams to deliver consistent, high-quality service. You’ll work cross-functionally with Support, Engineering, and Operations to ensure our teams are supported, our data is clean, and our process flows are sharp.
Responsibilities
- Develop and maintain comprehensive support playbooks, troubleshooting guides, escalation workflows, and onboarding/training materials for support and field teams.
- Serve as the go-to person for support knowledge: keep our knowledge-base current, searchable, and aligned with best practices.
- Query and analyze operational/support data (SQL, Sheets/Excel) to identify recurring issues, training gaps, and process improvement opportunities.
- Build dashboards/visualizations (Metabase or similar) to monitor support/field enablement KPIs (e.g., time-to-resolution, knowledge base usage, incident recurrence, onboarding ramp time).
- Collaborate with Engineering and Operations to triage systemic support issues, gather root-cause insights, turn those into training/knowledge updates, and validate post-fix documentation.
- Partner with the Support Manager to ensure consistent process adherence, coverage across shifts/sites, and accurate documentation/practices across global teams.
- Own enablement experiments: define metrics, implement pilot training/process changes, track outcomes and surface results to leadership.
Requirements
- 2+ years experience in technical support, support operations, or high-volume service environments (including strong hands-on troubleshooting background).
- Proficiency with SQL and Excel/Google Sheets for querying, analysis and reporting on operational data.
- Experience building dashboards and visualizations with tools such as Metabase.
- Solid understanding of process design, documentation standards, knowledge-management best practices, and continuous improvement mindset.
- Comfortable collaborating across functions (Engineering, Field Ops, Support) and able to translate technical detail into actionable internal enablement content.
- Excellent written and verbal communication skills; an ability to distill complex technical issues into clear guides/training.
- Highly organized, self-directed, and proactive in identifying improvement opportunities.
Nice to Have
- Experience in 24/7 operations, incident response or alert-driven support workflows.
- Background in robotics, logistics, manufacturing or embedded systems.
- Familiarity with automation tools or scripting (Zapier, internal scripts, Airflow etc).
Tutor offers competitive benefits including fully employer-covered health and dental insurance, a managed 401(k), and regular in-office meals. We host social events and maintain a collaborative, low-ego work culture where people are trusted to take ownership and solve real problems. Tutor is an equal opportunity employer and welcomes applicants from all backgrounds.
Top Skills
Airflow
Excel
Google Sheets
Metabase
SQL
Zapier
Tutor Intelligence Watertown, Massachusetts, USA Office
80 Coolidge Hill Rd, Watertown, Massachusetts , United States, 02472
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