Wenco has R&D; offices located in Vancouver, Canada and Brisbane, Australia. This role is based in Brisbane.

Reporting to the Senior Software Engineering Manageer the Support Systems Engineering Manager will lead a specialized team serving as the critical bridge between Wenco's Support organization and Development teams. This role is pivotal in ensuring operational excellence of our Open Autonomy platform and Fleet Management System (FMS) by establishing best practices for high-availability support, driving continuous improvement, and maintaining the highest standards of system reliability.

Key Responsibilities

Team Leadership &

- Cross-Functional Collaboration Lead and develop a specialized systems engineering team that serves as the technical liaison between Support and Development organizations

Foster robust collaborative relationships across departments to ensure seamless issue resolution and knowledge transfer for the Open Autonomy platform and FMS

Build and mentor a high-performing team capable of handling complex technical challenges in autonomous mining systems

Coordinate with development teams and internal stakeholders Incident Management &

- Technical Excellence Develop and implement comprehensive best practices for incident management, ensuring rapid response and resolution for high-availability systems

Oversee 24/7 technical support operations by managing on-call schedules, escalation procedures, and critical incident response during non-business hours

Establish robust root cause analysis (RCA) methodologies and lead implementation of RCA best practices within the R&D; organization

Create and maintain knowledge management systems, including technical documentation and knowledge articles

Drive systematic problem-solving approaches across the organization

Support a 'build quality in' mindset and culture within the team Performance Monitoring &

- Metrics Management Design and implement comprehensive monitoring systems for support effectiveness metrics including: First Time Fix Rate (FTFR), Time to Resolution/Containment Action, Time to Root Cause identification, Product quality metrics (defect escape rates), Onboarding effectiveness measurements





Extend monitoring capabilities beyond direct team to ensure organization-wide support efficiency

Establish SLA compliance tracking and reporting mechanisms for Open Autonomy and FMS deployments Quality Analysis &

- Continuous Improvement Be relentless in pursuit of continuous improvement

Analyze and report on product quality trends and support effectiveness to senior leadership

Drive continuous improvement initiatives within both Development and Support organizations

Lead change management projects to optimize support processes and tools

Identify and quantify risks within the development and support processes and implement appropriate controls Process Development &

- Optimization Define standards and ways of working to enable growth of a high capability systems engineering team

Design, document, and implement scalable support processes for high-availability autonomous systems

Establish feedback loops between Support, Development, and QA teams

Optimize escalation procedures and technical handoff processes

Develop playbooks for critical incident response specific to autonomous mining operations Product Development Support Interface with product management/owners and developers to define and improve requirements and test cases

Provide strategic feedback on product testing methodologies based on field support insights

Support product testing initiatives by leveraging team's operational expertise

Collaborate with the Simulation group to employ simulation capabilities for better customer outcomes

Ensure test scenarios reflect real-world operational challenges in mining environments

Support the product and delivery teams in deriving testable specifications from requirements Standard Engineering Management Responsibilities Manage team budget, resource allocation,



and capacity planning

Conduct performance reviews and career development planning

Participate in technical architecture reviews and design decisions

Contribute to product roadmap discussions based on support insights

Ensure compliance with engineering standards and best practices

Work with Product Owners and/or stakeholders to help set direction for the team Qualifications &

- Skills

Must Have: Bachelor's Degree in Software, Mechatronics, Systems Engineering or equivalent

5+ years' experience working on complex systems comprised of edge and cloud computing elements, sensing and sensor processing communicating using fixed and wireless networks

2+ years of people management experience in a technical environment

Strong software development background, preferably in Python and C++

Proven experience with high-availability systems and autonomous or robotics platforms

Experience with incident management frameworks (ITIL, SRE practices)

Experience with monitoring and observability tools

Demonstrated ability to work effectively across organizational boundaries

Excellent analytical and problem-solving skills with focus on root cause analysis

Strong written and verbal communication skills

Experience leveraging automation and simulation frameworks for product verification Nice to Have: Prior experience with the mining industry and/or mining operational systems such as Fleet Management or Autonomous Equipment

Experience working with cloud environments such as AWS or Azure

Knowledge of Open Autonomy frameworks and autonomous vehicle systems

Experience with data analytics and visualization tools

Six Sigma, Lean, or other process improvement certifications

Experience managing distributed or remote teams

Track record of successful change management initiatives

Experience working in the autonomous vehicle or robotics industry Eligibility &

- Travel Must be eligible to work in Australia

This role may require some international and domestic travel to customers sites or Wenco offices (<15%) Occasional travel to mining sites for incident support and system validation

📌 Systems Engineering Lead/Manager - Support (Autonomous Systems) (Eight Mile Plains)
🏢 Wenco International Mining Systems
📍 Eight Mile Plains