Our mission is to provide manufacturers and other industrial sectors with insights into the health of machines, processes, and operations to transform how people work and what they can create. A leader in Machine Health and Process Health solutions, Augury uses purpose-built AI technology, trained by industry experts and the world’s largest data library, to help companies realize the full potential of their production. Together with our customers, we are pioneering Production Health by removing friction created by competing business goals so companies can improve business outcomes, empower their workforce, and achieve sustainable production- all at the same time.
As a Tier 3 Technical Support Team Leader, you will be a critical member of Augury’s Customer Support organization, responsible for diagnosing and resolving the most complex issues across our Machine Health platform deployed globally. You will be deeply technical and highly collaborative, combining leadership, expert-level troubleshooting, and cross-functional partnership to ensure our customers experience maximum system uptime and value from our solutions.
You will lead a team of Tier 3 specialists focused on high-severity IoT, hardware, and connectivity challenges, including routers, gateways, sensors, cellular communication systems, and edge devices. You’ll serve as the escalation point for the most challenging issues, drive alignment with R&D and Engineering, and occasionally interface directly with customers (including on-site engagements when needed).
A Day in the Life- 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.
- 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.
We offer several perks that include flexible PTO, medical/dental/vision insurance, 401(k) match, stock options, paid parental leave, and WFH and phone stipend.
The pay range for this position in Colorado, California, and New York is a base salary of $90,000 - $130,000. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. The pay offered may vary depending on several factors including, but not limited to, relevant education, qualifications, certifications, and experience.
Augury is a people-first organization. We believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and we welcome those from all backgrounds and varying experiences. We are committed to providing employees with a work environment free of discrimination and harassment. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees.
Augury is a proud equal opportunity employer, we strive to create a work environment in which everyone, all applicants, employees, customers, guests, and vendors feel safe and comfortable. We commit to maintain a workplace that is free of any type of harassment and does not tolerate anyone intimidating, humiliating, or hurting others. We prohibit willful discrimination based on age, gender, ethnicity, race, color, religion, political opinions, sexual orientation, sexual identity or expression, military or veteran status, disability or any other characteristic protected by law.
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Augury New York, New York, USA Office
1178 Broadway, 3rd Floor #169, New York, NY, United States, 10001
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