Technical Support Analyst

Machines Talk, We Listen. We are all surrounded by machines and rely on them in everything we do - from the buildings in which we live and work, the goods that we consume, to the power and running water that we use. We are on a mission to make machines more reliable and reduce their impact on the environment. Our Machine Health platform combines Artificial Intelligence and IoT, to generate insights that help customers lower costs, reduce downtime and increase supply chain resilience.

As a Technical Support Analyst, you will provide expert technical support to our enterprise customers to drive customer satisfaction, retention, and expansion. You will have a direct impact on contributing to the foundation of a complex IoT support infrastructure. You will support global Enterprise companies to achieve machine health and digital transformation. 

A Day in Your Life

  • Act as a subject matter expert for troubleshooting all Augury products including technical, operational, and user/account-related issues via phone, email, and/or in-person.
  • Identify and resolve customer training needs related to understanding the product, platform, and basic IoT hardware.
  • Leverage ticket reports, dashboards, and manual review to ensure issue handling processes are being adhered to. 
  • Contribute to the creation, improvement, and the maintenance of Technical Support processes, best practices, and knowledge base.
  • Work cross-functionally with various teams to meet service goals and ensure that the customer has a positive experience. 
  • Effectively communicate customer feedback to an interdisciplinary team to help advance Augury’s technology. 

What You Bring

  • Experience: 0-3 years of experience in technical support or another technical role (IoT or enterprise platforms), preferably with a background in engineering or technology. You have knowledge of different means of communication (Wifi, BLE, cellular, etc.) and how they work together. You understand basic IoT hardware (Routers, hubs, nodes, etc.). Experience with Zendesk, Sisense, Intercom or related support tools is a plus. 
  • People First Mindset: You thrive on cross-functional team collaboration, and you understand the importance of collaborating with technical teammates and distilling concepts/processes in order to solve issues and provide a seamless customer experience. 
  • Strong Communicator: You communicate effectively both internally and externally. You have the ability to communicate complex technology to a non-technical person in a concise, clear, and easily understood manner. 
  • Tech Savvy: You feel comfortable learning and using new technology and tools.
  • Attention to Details: You’re organized and goal oriented, with the ability to remain focused and maintain SLA’s in an unpredictable environment. You have the ability to analyze data in order to make informed decisions. 
  • Bi-lingual a plus.

About Us

We love creating stuff. We are passionate about building meaningful products that can change the world. Our team is a diverse group of people that breed creative thinking and are not ashamed of having fun. We are only as good as the relationships we build - we treat each other with respect, dignity, and humility. We don’t pursue the mythical work-life balance - there is only life, and Augury is a part of it. 

Perks

  • Comprehensive medical coverage
  • 401K plan with matching
  • Stock options
  • Paid parental leave
  • Flex PTO

 

Apply to this position in New York, United States