Senior Technical Support Engineer

About Auror
At Auror, we're empowering the retail industry to tackle 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 11 years ago, we're working with some of the best and largest retailers in the world across the UK, US, Canada, New Zealand, and Australia.
Auror is connecting people and intelligence to reduce crime. We're using technology for good.
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. This is an internal-facing role with no on-call requirement. You will be the first Support Engineer in our UK team, where you'll play a key role in uplifting the team's product knowledge and confidence. Your work will be instrumental in shaping how technical support functions within the UK, providing best-in-class support and resolution experience.
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 will lead the investigation, determine the appropriate next steps, and own the end-to-end resolution. You'll partner seamlessly with our customer success teams to collect required information and communicate findings while collaborating with subject matter experts and engineering teams to escalate and solve complex issues.
To thrive in this role, you will have a strong technical background which will allow you to effectively troubleshoot and implement appropriate code or data fixes. With a bias for action and strong cross-functional communication skills to allow you to thrive through collaboration across customer success, engineering, and product teams.
Location and hours
This is a London-based role. We value co-location and have a hybrid flexible working model; the Auror office is located in London Bridge where the majority of the team spend 3-4 days in the office and 1-2 days remotely. This is the first technical support engineer role based in the UK market, and as such we believe there will be strong value in being able to support and collaborate with the UK customer success team in person.
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 Expert: Build strong knowledge of the Auror product and become a trusted technical expert within the team. Serve as a product resource for the UK customer success team in particular.
• Collaboration: Collaborate closely within the global Technical Support Engineering team and with cross-functional teams, including Engineering, Product Management, and Customer Success.
• Ownership & Communication: You will take ownership of support requests and provide clear communication of timeline and progress so that all relevant stakeholders have visibility into what is being worked on.
• Continuous Improvement: As you mature in the role, you will make suggestions and improvements that enhance support workflows.

This role reports to Hannah Sakaluk, Global Technical Support Engineering Lead
I'm currently based in the Denver office and 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! Check out my LinkedIn here.
Here's a little message from Hannah on why she's excited about this role!
Requirements
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 inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolution.
• Learning & knowledge sharing: Proven ability to learn a new software platform quickly and to effectively support internal teams in growing their product knowledge.
• 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 tasks, as such having the ability to read and write code will help, but this is not a requirement.
• Ability to work autonomously as well as work collaboratively with other teams in a global company
• Strong communication and collaboration 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 educates
• 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 ).
Auror is committed to providing an inclusive and accessible application process to all candidates and we are actively working to improve diversity within the tech industry. We celebrate 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.
If you need adjustments to any part of our recruitment process because of accessibility reasons, please do not hesitate to let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best.
Benefits

• Competitive salary: Depending on level of experience £50,000-70,000 GBP

• 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, free office fruit & healthy snacks, and up to three expert sessions paid for every year.
• Health care plan (medical): Auror covers 100% of the cost of your health insurance plan with Vitality.
• 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 connection: We organise social events, such as our weekly Thursday socials in the office, to help us connect regularly as a team.
• Making an impact: You'll work to solve interesting problems and help us keep communities safe.

Next steps:
If you're excited about our mission and you have the experience and a passion for this role, please hit "Apply".
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! We're proud that Auror is a place where everyone can learn and grow so we'd love to hear from you.
You'll be asked to submit a cover letter as part of your application. While this is optional we do encourage it, as we find cover letters can tell a story that resumes alone often cannot. Our hiring team love to understand what attracted you to this role and why you are excited about the opportunity to join Auror.
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.