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About Auror
At Auror, we’re empowering the retail industry to stop theft and Organised Retail Crime, a $150 Billion problem globally. It’s high volume crime that’s increasingly organised in nature and is putting people, retailers, and communities at risk every day.
Founded in New Zealand 12 years ago, we’re working with some of the best and largest retailers in the world across the US, Canada, Australia, New Zealand, and the UK.
Auror is connecting people and intelligence to reduce crime. We’re using technology for good and prioritize privacy by design principles.
In partnership with our leading retail partners, we need people with the passion, determination, and innovation required to overcome one of the world's largest problems. If you’re looking to make a difference with and for the people dedicated to stopping crime, for good, then we want you on our team.
The Role
Auror is seeing significant growth in all markets and we are looking for an exceptional addition to our Technical Support Engineer team. You’ll be responsible for providing a best-in-class technical support and resolution experience, reactively solving customer problems, providing proactive support advice, contributing to product quality and improvements, and creating documentation and tooling to provide a better experience to our retail and law enforcement partners.
At Auror, most customer queries or issues are handled by our customer success team, but those that are more complex or technical get escalated to technical support. Once an issue has been escalated, Technical Support Engineers run point to understand the issue, conduct an investigation, and determine the appropriate next steps towards a successful resolution. You’ll partner with our customer success teams to collect required information and communicate findings as well as own the end-to-end resolution of the issue or request. When needed, you will collaborate with subject matter experts and engineering teams to escalate and solve complex issues.
To be successful in this role, you will have a strong technical background which will allow you to effectively troubleshoot and implement appropriate code or data fixes, and strong cross-functional communication skills, which will allow you to be a successful collaborator across customer success, engineering, and product teams.
Your responsibilities:
Location and hours
This is a Denver-based role. We value co-location and have a hybrid flexible working model; the Auror office is located in the RiNo Neighborhood where the majority of the team spend 3 days in the office and 2 days remotely. As we build out our global technical support structure, there is a requirement to have flexibility with work hours to provide support across different time zones. However, as the team expands and regional coverage improves, a more structured work schedule will be established.
This role reports to Hannah Sakaluk, Senior Global Technical Support Engineer
I’ve always been passionate about improving the world around me, and this is something that drew me to Auror’s mission of connecting communities to reduce crime. In my role at Auror, I love getting to work with so many different people across the business and identifying ways to make things less painful for our engineering and customer success teams. There are constantly new issues or problems to solve, so each day is a chance to challenge myself to learn something new.
I was drawn to Auror after spending 4 years at a larger software company because of the opportunities to make a big impact. I am really excited to be building our Technical Support Engineer team - my philosophy around leadership is supporting the team to find growth opportunities that help them meet their career goals, working through challenges together, and giving them autonomy to get things done. Outside of work, I compete in triathlons (swim / bike / run) and love to get outdoors to explore Colorado as much as possible!
Full Time
$100k-127k (estimate)
05/10/2024
07/09/2024