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Augury · 2 days ago

Tier 3 Technical Support Team Leader

Full-time

Hybrid

Mid, Senior Level

$90K/yr - $130K/yr

4+ years exp

Augury is a leader in Machine Health and Process Health solutions, utilizing AI technology to enhance production capabilities. As a Tier 3 Technical Support Team Leader, you will oversee a team responsible for resolving complex issues related to IoT, hardware, and connectivity challenges, ensuring maximum system uptime and customer satisfaction.

AnalyticsArtificial Intelligence (AI)Industrial AutomationMachine Learning

Responsibilities

Lead and mentor a team of Tier 1 & 2 support specialists, balancing people leadership with deep technical oversight

Monitor team KPIs, SLAs, and system health in real time to ensure operational excellence

Act as the primary escalation point for high-severity incidents, driving calm, structured crisis management

Collaborate closely with Engineering and R&D to investigate root causes, drive fixes, and shape long-term product improvements

Communicate clearly and consistently with internal stakeholders and customers throughout the troubleshooting lifecycle

Support customer satisfaction and retention through proactive problem-solving and high-quality issue resolution

Continuously develop team capabilities—building processes, improving tools, and elevating technical depth

Qualification

Networking expertiseTroubleshooting skillsHardware fluencyCustomer-centric communicationCuriosity & technical passionOwnership mindset

Required

Deep networking & connectivity expertise: 4–6 years of hands-on experience troubleshooting complex WI-FI, Bluetooth, and general IoT connectivity issues across hardware and software environments

Hardware & edge device fluency: Experience working with routers, gateways, Bluetooth modules, cellular communication devices, and related networking hardware

Advanced troubleshooting skills: Comfortable investigating connectivity failures, packet loss, configuration issues, and device communication events using logs, monitoring tools, and diagnostic methods

Ownership mindset: You take end-to-end responsibility for escalations, customer requests, and technical resolutions—ensuring no issue is left unresolved

Customer-centric communicator: You enjoy working with people, translating technical concepts into clear explanations, and delivering world-class support

Curiosity & technical passion: You enjoy experimenting with new technologies, staying current with evolving IoT and connectivity trends, and continuously leveling up your expertise