At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $150 billion problem globally. It’s high-volume crime that’s increasingly organized in nature and puts people, retailers, and communities at risk daily.

Founded in New Zealand, we’re working with some of the best and largest retailers across Australasia, North America, and the UK. Auror connects people with intelligence to reduce crime. As a company, we’ve built a high-performing, positive culture that provides an inclusive environment for a diverse team. If you’re excited about reducing crime and building safer communities, we want you on our team.

The Role

Auror is seeing significant growth in all markets and we need an exceptional Technical Support Engineer to take ownership of the end-to-end support we provide to customers globally and help us scale this part of the business. 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 self help documentations and toolings to provide a better experience to our retail and law enforcement partners. Once a customer query or issue has been escalated through to technical support you’ll 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 ticket. 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.

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.

Your Responsibilities:

• Customer Support: Working closely with our customer success teams on technical queries and ensuring that we respond and resolve the issue in a timely manner
• Issue Resolution: Troubleshoot and diagnose technical issues reported by customers, identify root causes, and develop effective solutions to resolve them. Escalate complex issues to the appropriate teams when necessary.
• Documentation: Create and maintain detailed documentation, including knowledge base articles and FAQs, to assist our internal teams in resolving common technical issues efficiently.
• Product Feedback: Collect and relay customer feedback, trends that you’ve noticed to the product management team to help improve the quality and usability of Auror’s product
• Collaboration: Collaborate closely with cross-functional teams, including Engineering, Product Management, and Customer Success teams, to ensure a unified approach to customer support and issue resolution.
• Ownership & Communication: You will take ownership of support processes and provide clear communication of timeline and progress so that all relevant stakeholders have visibility of what is being worked on.
• Continuous Improvement: As you mature in the role, you will make suggestions and improvements that enhances the support workflows

This role reports to Francis Ho, Director of Engineering

During my five-year tenure at Auror, I’ve seen the company grow from a small team into what it is today (~140 globally). From the very beginning, I’ve been passionate about providing top-notch support to our internal Customer Success team and our customers. While a lot has changed in terms of team size and how we do technical support, I’ve remained at the forefront, championing improvements, and closely engaging with the day-to-day actions that define our support function. I am excited for someone else to take ownership of this function and support them in their journey.

As a people leader I believe in letting people do their best work by using their strengths and aligning to a common purpose. Being their sponsor to drive improvements and elevate their ideas if they needed support. I am currently based in Vancouver, Canada where my wife is pursuing a fellowship job. During our free time, we immerse ourselves in the vibrant culture of the city. Exploring the stunning mountains and savoring the diverse food scene Vancouver has to offer.

About you

• Ideally 3+ years experience in Technical Support roles within SaaS organizations.
• You’re experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
• Experience working with HTTP APIs: Have a solid technical understanding of how APIs work, comfortable consuming APIs using tools like Postman.
• Experience working with databases: Ability to understand and write simple SQL queries to access data that will aid in investigation
• Basic programming skill: Ability to understand and write any object oriented programming language. We currently use Javascript and or C# for some of our internal tooling to carry out resolution of support task, as such having the ability to read and write code will help a lot
• Ability to work autonomously as well as work collaboratively with other teams
• Strong communication skills: Not only will you be able to communicate complex technical topics effectively, you will also be apt in providing updates, visibility so that all relevant stakeholders are informed of progress at all times
• Experience writing and creating technical documentation that records, informs and educate
• Strong continuous improvement mindset : the desire to find new and more efficient ways of doing things

We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

With diversity and inclusion at the forefront of Auror’s guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

• Co mpetitive salary Range: Depending on level of experience of \(75,000-\)130,000USD (IC2/IC3)
• Employee share scheme: You’ll own part of a company making a real difference!
• Flexibility: We are hard-working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blend.
• Shorter work weeks (at full pay): Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.
• Focus on mental and physical health: We understand how vital our health is and have policies to support your wellness, including: Wellness Days, and up to three expert sessions paid for every year.
• Health Care Plan (Medical, Dental & Vision): Auror covers 100% of the cost of your health insurance plan with United Healthcare & Metlife.
• Family-friendly: We offer comprehensive parental leave and benefits for primary and non-primary caregivers, including a baby bonus and meals delivered to your door.
• Personal growth: We support our team to participate in courses, conferences, or events that will help them develop their skills.
• Team love: We have regular team lunches and social events where most (if not all) activities are during work hours.

What are the next steps?

If you’re excited about our mission and you have experience and a passion for this role, please hit “Apply” below. We’re proud that Auror is a place where everyone can learn and grow. So if you’re not sure that you tick all the boxes but feel you’re close to what we’re looking for, please apply anyway as we’d love to hear from you!

Once you apply, you’ll hear from us to acknowledge your application. If you have questions about any of the above, or if you have any accessibility requirements, we’ll be able to help you from there.