Vori

Customer Support

• Provide phone, chat, and ticket-based support for grocery stores using our iOS POS system
• Troubleshoot issues related to iPad POS terminals, payment devices, receipt printers, barcode scanners, scales (if applicable), and cash drawers
• Support core POS workflows including checkout, scanning, payments, refunds, drawer balancing, inventory updates, and reporting
• Assist customers with basic iOS device settings, connectivity issues, and peripheral pairing
• Diagnose and resolve common software issues within the POS app and back-office tools
• Clearly document issues, steps taken, and resolutions within the support ticketing system
• Escalate complex or unresolved issues to higher-level support or engineering teams with proper context
• Collaborate with onboarding and installation teams to support newly live stores
• Identify recurring issues and provide feedback to product and support leadership
• Maintain a calm, professional demeanor when supporting customers in high-pressure retail environments

Customer Support Representative

Technical Account Manager

• Serve as the primary technical escalation point for a portfolio of live grocery customers
• Own complex, cross-functional technical issues involving POS software, hardware, integrations, and/or data flows
• Perform root cause analysis on recurring issues and partner with Product and Engineering on durable fixes
• Proactively monitor account health signals (ticket trends, incident frequency, configuration gaps, rollout changes)
• Guide customers through technically complex changes
• Translate customer-side operational needs into clear technical requirements for internal teams
• Coordinate structured incident response during outages or high-severity events
• Improve internal documentation, runbooks, and escalation playbooks based on real-world learnings
• Act as a force multiplier for Support by identifying patterns and reducing repeat issues

Full-stack Engineer

• Partner with product managers, designers, and customers to identify high-value AI use cases.
• Prototype and refine agentic AI workflows (reasoning, planning, tool use) and integrate them into the Vori platform.
• Support full stack of implementation from backend orchestration and data pipelines to customer-facing UI/UX.
• Define metrics and feedback loops to ensure AI features deliver trustworthy, high-quality outcomes.
• Continuously evaluate emerging AI/LLM tools, frameworks, and APIs to accelerate product and engineering velocity.
• Improve internal developer workflows by applying AI to areas like prototyping, debugging, testing, and documentation.
• Teach and enable product, design, and engineering partners to use AI effectively setting patterns, best practices, and guardrails rather than one-off hacks.
• Help evolve Vori’s internal standards for agentic development, including tooling, infrastructure, and review processes.

Product Engineer – Agentic AI

Data Engineer

• Lead the design and evolution of our data platform and ETL/ELT
• Own our orchestration layer: asset design, partitioning strategies, sensors/schedules, backfills/replays, retries, and operational best practices.
• Own pipelines that ingest data from real customer systems (CSV/EDI/API/SFTP, PDFs/OCR).
• Own data checks and monitoring (freshness, duplicates, drift, broken joins).
• Define core data models and metric definitions with Product/Engineering/Ops.
• Improve performance and cost in the warehouse.
• Set engineering standards and mentor the engineers doing data work.
• Help hire and grow the data engineering function over time.

Customer Support Representative

Technical Account Manager

Product Engineer – Agentic AI

Lead Data Engineer