Folklore Ventures
Folklore Ventures

Technical Support Engineer - Intermediate/Senior



Marketing & Communications, IT, Customer Service
Denver, CO, USA
Posted on Tuesday, April 23, 2024

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:

  • Customer Support: Working closely with our customer success teams on technical queries and ensuring that we respond and resolve issues 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 enhance support

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 2 days in the office and the rest remotely. This is not a hard requirement, it really comes down to where you can do your best work, and being mindful of building connections with other teams.​

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!