Remote Vehicle Assistance Agent

About the role

The Remote Vehicle Assistance Agent role at Motional is a critical operational function designed to support the integrity and safety of autonomous vehicle deployments. This position acts as the remote command center for vehicles in active service, ensuring that self-driving technology operates reliably and securely. You will serve as the central point of communication and problem resolution between the vehicle, on-site operators, and internal engineering teams. The success of this role is defined by your capacity to manage the vehicle's lifecycle in real time, from monitoring and incident response to resolution and closure. Because this function is integral to the scalability and trustworthiness of autonomous mobility solutions, your diligence directly supports the advancement of self-driving technology. This is a disciplined, safety-first role that requires precision, calm under pressure, and a commitment to protocol adherence.

Key facts

What you'll do

• Monitor vehicle status and performance remotely using dedicated dashboards and telemetry systems to detect anomalies in real time.
• Communicate with vehicle operators and internal support teams via established channels to de-escalate and resolve field incidents efficiently.
• Document and compile detailed incident logs that accurately capture the sequence of events, system responses, and actions taken for future analysis.
• Follow and execute established protocols for vehicle assistance and troubleshooting as defined in internal knowledge bases and standard operating procedures.
• Coordinate with engineering and technical teams to escalate complex issues that require deeper investigation or software-level analysis.
• Verify that resolution steps are completed successfully and confirm vehicle readiness for safe re-operation in the field.
• Maintain strict adherence to communication protocols to ensure clarity, professionalism, and consistency in all interactions.
• Utilize remote monitoring software to conduct proactive health checks on assigned vehicle units and identify potential issues before they escalate.
• Filter and triage non-critical alerts to prioritize incidents that demand immediate human intervention, optimizing response resources.
• Support the continuous improvement of assistance procedures by providing structured feedback based on case outcomes and operational data.

Requirements

• Hold a High school diploma or equivalent credential as your minimum educational foundation for this technical support role.
• Bring at least 1 year of proven experience in a customer support or technical assistance capacity, demonstrating your ability to resolve issues in a structured environment.
• Demonstrate the ability to work flexible hours, including evenings and weekends, to align with the operational needs of autonomous vehicle deployments.
• Exhibit strong communication and problem-solving abilities in both written and verbal formats, with a focus on clarity and accuracy.
• Perform effectively in a role that requires vigilance and attention to detail during monitoring tasks, ensuring that no critical information is overlooked.
• Navigate standard computer applications and remote systems with competence and efficiency to support real-time decision-making.
• Thrive in a process-driven environment where strict adherence to protocols is essential for safety and operational consistency.
• Maintain reliability and punctuality to ensure consistent coverage of support shifts and uninterrupted vehicle oversight.

Practical notes

This role is eligible for visa sponsorship, allowing qualified international applicants to pursue the opportunity through supported immigration processes. Travel is not expected for this position, as the engagement is designed for remote support with digital interaction between the agent, vehicles, and teams. The full-time engagement implies a standard schedule aligned with operational coverage requirements, though flexible hours are necessary to address incidents as they arise. While specific shift times are not detailed in the source, candidates must be available outside typical business hours to meet operational demands. This position is based in Las Vegas, Nevada, United States, and is open to candidates who can meet the location requirement. The focus remains on maintaining vehicle operations through remote intervention rather than physical roadside presence, emphasizing digital communication and system-based troubleshooting.