Head of Support (IoT & Hardware Systems)

Augury; Remote (OR); Remote; USD 90,000 - 150,000; Full time

Job summary

Join a forward-thinking company as a leader in customer support, where you'll scale operations and deliver exceptional experiences across innovative AI and IoT products. This role involves defining support strategies, building a high-performing team, and optimizing processes using cutting-edge technology. Collaborate with engineering and product teams to enhance customer satisfaction and retention while leveraging your expertise in IoT and AI. If you're passionate about fostering a customer-centric culture and driving continuous improvement, this is the perfect opportunity for you.

Benefits

Flexible PTO

Medical/Dental/Vision Insurance

401(k) Match

Stock Options

Paid Parental Leave

WFH Stipend

Phone Stipend

Qualifications

• 10+ years in customer or technical support leadership, ideally in IoT, AI, or hardware.
• Experience managing global customer support teams.

Responsibilities

• Define support strategy, processes, SLAs, and KPIs for customer satisfaction.
• Build and lead a high-performing global support team.

Skills

Customer Support Leadership

Technical Troubleshooting

IoT Knowledge

AI Support Automation

Cross-Functional Collaboration

Data-Driven Mindset

Tools

Salesforce

AI-Powered Support Tools

Job description

You are a proactive and technically-minded leader to scale our customer support function and deliver world-class experiences across our AI, IoT, and hardware products. You’ll own the support strategy end-to-end — from team building to process design — and collaborate closely across engineering, product, and customer success to make our customers wildly successful.

A Day in Your Life

• Define the support strategy, processes, SLAs, and KPIs to drive exceptional customer satisfaction and retention.
• Build and lead a high-performing global support team.
• Develop and mentor a team of technical support specialists and customer success engineers to foster a culture of accountability and continuous improvement.
• Oversee multi-channel support (email, chat, phone, forums, ticketing).
• Lead technical troubleshooting for complex IoT and AI-powered systems, including hardware and software.
• Design incident management, escalation, and post-mortem processes that inform product reliability.

Be the Voice of the Customer:

• Partner with engineering, product, and QA to surface insights, bugs, and feature feedback.
• Work closely with sales and customer success to improve onboarding, training, and proactive outreach.
• Develop and maintain self-service tools including knowledge bases, FAQs, and chatbots.

Optimize with Technology:

• Implement and scale AI-powered support tools, automation, and analytics.
• Leverage Salesforce and other support platforms to drive efficiency and insights.

What You Bring:

• 10+ years in customer or technical support leadership, ideally in IoT, AI, or hardware startups.
• Experience managing and developing customer support teams; global team leadership is a plus.
• Strong understanding of IoT architectures, embedded systems, and cloud platforms.
• Hands-on experience troubleshooting connected devices and collaborating with R&D teams.
• Proven ability to scale support functions in fast-paced environments.
• Excellent communication, leadership, and cross-functional collaboration skills.
• Data-driven mindset with a passion for customer-centric innovation.
• Experience with AI-powered support automation (chatbots, NLP, predictive analytics) preferred.
• Background in B2B SaaS, especially in the IoT or AI space is preferred.

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.

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.