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Technical Support Specialist

Augury raises $180 Million to become one of the first Industry 4.0 Unicorns. New strategic investors, commercial agreements and a valuation of over $1 billion confirm Machine Health as Industry 4.0’s killer app. The new funding enables us to expand globally, create offerings for new industries such as energy, and continue to innovate in our core manufacturing market to help customers improve the reliability, resiliency and efficiency of their machines and operations.

We are on a mission to build a world where people can always rely on the machines that matter. Using the Internet of Things (IOT) and Artificial Intelligence (AI) technology, we predict and prevent industrial machine failures, and improve machine performance, so manufacturers can keep the shelves stocked with the essential products we need and use every day.

As a Technical Support Specialist, you will be working as a part of the Customer Support Team that tackles challenges in Augury’s  Machine Health platform deployed worldwide. You will be the focal point of system performances, maintenance ,and events fast resolution. Your work will have a great impact on Augury’s Customers and, as a result, on Augury’s capabilities to expand and penetrate new markets. This position is remote.

A Day In Your Life

  • Review the Customer’s Requests assigned to you.
  • Generate the required tasks to complete the request.
  • Connect with Customers when required to remotely assist them.
  • Escalate events that our team is not able to resolve and follow up on the process until resolution is accomplished.
  • Maintain that the database is well documented.
  • Proactively review the connectivity issues around the world and take ownership of the most significant ones until resolution.
  • Track delivery of spare parts and their successful replacement including the return of the damaged units when required.
  • Drive Augury’s system improvements and be part of the relevant initiatives.

What You Bring

  • Network connectivity is your comfort zone - You are a strong troubleshooting person with at least 3-5 years of experience in WI-FI and Bluetooth technology. You are passionate about resolving connectivity events and getting  the highest Customer Satisfaction results.
  • Your stack - You love exploring and being an early adopter of cutting edge technologies. You have worked with routers and Bluetooth technology.
  • Your playground - You troubleshoot and resolve system connectivity issues remotely. You have experience with various types of network HW components and SW applications. 
  • Own it - You own your deliverables, end-to-end Customer’s Requests resolution. 
  • Customer oriented - You love working with people. You can use your experience and vast knowledge to provide world class support.
  • Language – The ability to read, write and speak both Spanish and English. 

Perks

  • Comprehensive medical coverage
  • 401K plan with matching
  • Stock options
  • Paid parental leave
  • Flex PTO
  • Hybrid 4-day work week, every other week

Augury is a people-first organization. We believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and we welcome those from all backgrounds and varying experiences. We are committed to providing employees with a work environment free of discrimination and harassment. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees.

Augury is a proud equal opportunity employer, we strive to create a work environment in which everyone, all applicants, employees, customers, guests, and vendors feel safe and comfortable. We commit to maintain a workplace that is free of any type of harassment and does not tolerate anyone intimidating, humiliating, or hurting others. We prohibit willful discrimination based on age, gender, ethnicity, race, color, religion, political opinions, sexual orientation, sexual identity or expression, military or veteran status, disability or any other characteristic protected by law.

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Technical Support Specialist