Senior Technical Support Engineer, Auror
£50-70k
+ Employee share scheme
3-4 days a week in office (London Bridge)
Retail crime intelligence platform to make communities safer
Be an early applicant
Retail crime intelligence platform to make communities safer
101-200 employees
Be an early applicant
£50-70k
+ Employee share scheme
3-4 days a week in office (London Bridge)
101-200 employees
Company mission
To build a retail crime intelligence platform that connects people and organisations with timely intel to proactively reduce the impacts of crime in retail stores and in our communities.
Role
Who you are
- 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
- 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
What the job involves
- 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
- This is a London-based role
- Customer Support: Working closely with our customer success teams on technical queries and ensuring that we respond and resolve issues in a timely manner
- 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
- 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
- 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
- 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
Application process
- 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
Salary benchmarks
Our take
Across the globe, profit-motivated and organised crime costs trillions of dollars each year, with retail theft costing the world over $100B annually. However, shoplifting has become an “accepted” business cost, often unreported and unsolved, that businesses factor theft costs into their budgets and forecasts. Auror’s platform for retailers is focused on preventing crime, reducing loss, and making stores safer.
The company uses data visibility technology for fast and easy reporting of crime, providing crimefighters with the intelligence they need to not only solve more crime, but also provides insights as to how to prevent future shoplifting. Connected with over 2,000 law enforcement agencies, it drives a 50% improvement in debt recovery rates and resolves cases that would ordinarily never be investigated within two weeks.
The company has expanded globally, with offices in New Zealand, Australia, the USA, and the UK, and works with some of the largest retailers in these countries, including Walmart, Woolworths, and Coles. Auror’s successful expansions and proven product have it well set to be at the centre of greatly reducing retail theft across the globe.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
21% employee growth in 12 months
Glassdoor (5)
Company
Funding (last 2 of 3 rounds)
Nov 2024
$48.4m
SERIES C
Dec 2021
$20m
LATE VC
Total funding: $87m
Company benefits
- Employee Share Scheme: You’ll own part of a company making a real difference!
- Flexibility: We are hard-working and outcome-focused, but recognize there is more to life than work. We promote a healthy work/life blend
- Shorter Working Week: Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy
- Mental and Physical Health: We understand how vital both mental and physical health is, and have policies to support that, including Wellness Days (days that you can take for any reason whatsoever, not just for when you’re sick/ unwell)
- Private Health Care (Medical): Auror automatically enrols you into our private healthcare plan
- Family-Friendly: We offer comprehensive parental leave and benefits for primary and non-primary caregivers
- Personal Development: We support our team to participate in courses, conferences, or events that will help them be relentless about improvement
- Making an Impact: You’ll work to solve interesting problems and help us keep communities safe.
Company values
- Magic moments matter
- We measure by impact
- Be the force for better
- Together as one
Company HQ
River North Art District, Denver, CO
Articles
Leadership
Tom Batterbury
(CSO)Former Management Consultant & Business Analyst. Previously worked as a Consultant (Strategy and Operations) at Deloitte New Zealand, and was a Marketing Tutor at the University of Otago.
Phil Thomson
(CEO)Former Young Managers' Advisory Board Member at the New Zealand Institute of Management Inc., and former Board Member at the New Zealand Council of Legal Education. Previously worked as an Associate (Intellectual Property) at Simpson Grierson and was a Business Consultant at Dashing Consultants.
James Corbett
(Director of Technology)Former Software Developer at Xero, and previously worked as a Consulting Analyst at Deloitte.
Diversity, Equity & Inclusion at Auror
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