Technical Support Supervisor
Artex Risk Solutions
Director of Support Engineering, Member Experience
ŌURA
full-time
Posted on:
Location Type: Remote
Location: Remote • Alaska, Iowa, Mississippi, Montana, New York, South Dakota, Vermont, Virginia, West Virginia, Wisconsin • 🇺🇸 United States
Visit company websiteSalary
💰 $165,000 - $206,000 per year
Job Level
Lead
Tech Stack
Tableau
About the role
- Define and execute the vision, strategy, and roadmap for NPR support engineering, aligning with overall company and customer success objectives.
- Recruit, develop, and lead a high-performing team of support engineers with expertise in new product introduction and complex technical problem-solving.
- Partner with Product Management and Engineering to influence product design for optimal supportability, maintainability, and diagnostic capabilities.
- Oversee the creation and maintenance of comprehensive support documentation, knowledge base articles, troubleshooting guides, and training materials for new products.
- Identify, implement, and optimize tools and processes to enhance NPR activities, including early warning systems, diagnostic frameworks, and issue resolution workflows.
- Develop and implement robust processes for handling and escalating complex new product issues.
- Establish clear criteria and processes for the smooth transition of new product support.
- Serve as a key liaison between Member Experience, Engineering, Product Management, and QA.
- Define and track key performance indicators (KPIs) for NPR, reporting on team performance, product supportability, and areas for improvement.
- Advocate for customer needs and feedback within the product development process.
Requirements
- 10+ years of progressive experience in support engineering or similar, with at least 5+ years in a senior leadership or Director-level role managing global teams.
- Demonstrated experience in developing and executing strategic initiatives for technical support organizations.
- Deep technical understanding of software development, system architectures, and complex troubleshooting methodologies.
- Proven track record of implementing and leveraging AI, machine learning, and automation in support environments.
- Exceptional leadership, communication, and interpersonal skills, with the ability to influence at all levels of the organization.
- Strong analytical and problem-solving abilities, with proficiency in data analytics and BI tools (e.g., Tableau).
- Extensive experience with CRM and support ticketing systems.
- A strong customer-centric mindset with a passion for delivering outstanding member experiences.
Benefits
- Competitive salary and equity packages
- Health, dental, vision insurance, and mental health resources
- An Oura Ring of your own plus employee discounts for friends & family
- 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
- Paid sick leave and parental leave
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
support engineeringstrategic initiativestechnical supportsoftware developmentsystem architecturestroubleshooting methodologiesAImachine learningautomationdata analytics
Soft skills
leadershipcommunicationinterpersonal skillsanalytical abilitiesproblem-solvingcustomer-centric mindsetinfluencing skills
