Customer Support Engineer
Polly
Cloud
Support Engineering Hardware Specialist
ŌURA
full-time
Posted on:
Location Type: Hybrid
Location: San Diego • California • 🇺🇸 United States
Visit company websiteSalary
💰 $125,000 - $156,000 per year
Job Level
SeniorLead
Tech Stack
Tableau
About the role
- Collaborate with Product and Engineering Teams, particularly the hardware, hardware quality, and firmware teams
- Monitor customer support channels and investigate trends
- Drive efforts to improve customer experience and reduce resolution times
- Possess and foster deep technical expertise and incorporate machine learning, AI, and automation into the support workflow
Requirements
- Strong technical background with 8+ years working with Hardware & Firmware engineering teams
- Experience with Field Failure Analysis or similar hardware improvement methodologies
- Excellent problem-solving and analytical skills
- Strong communication and interpersonal skills
- Experience with Jira and similar ticketing tools
- Strong understanding of data analytics and BI tools (e.g., Tableau)
- Strong customer service orientation
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
hardware engineeringfirmware engineeringField Failure Analysisdata analyticsbusiness intelligencemachine learningAIautomation
Soft skills
problem-solvinganalytical skillscommunication skillsinterpersonal skillscustomer service orientation
