Tier 3 Technical Support Team Leader

Augury; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible PTO

Medical/dental/vision insurance

401(k) match

Stock options

Paid parental leave

WFH stipend

Phone stipend

Job summary

Augury is seeking a Tier 3 Technical Support Team Leader to helm a global Customer Support team, focusing on high-severity IoT, hardware, and connectivity challenges across routers, gateways, and edge devices. You will escalate with R&D, guide engineers, and interface with customers, including on-site engagements when needed.

You will mentor Tier 1–2 specialists, track KPIs and SLAs, and drive crisis management while collaborating with Engineering to implement durable fixes and product

Qualifications

• Deep networking and connectivity expertise with 4–6 years of hands-on experience.
• Hardware and edge device fluency with routers, gateways, Bluetooth modules, and cellular devices.
• Advanced troubleshooting skills for connectivity failures using logs, monitoring tools, and diagnostics.
• Ownership mindset for end-to-end escalations and resolutions.
• Customer-centric communicator who explains complex concepts clearly.
• Curiosity and passion for evolving IoT trends and technologies.

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 with Engineering and R&D to investigate root causes, drive fixes, and shape long-term product improvements.
• Communicate clearly 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.

Skills

Networking expertise

Edge devices

Troubleshooting

Ownership mindset

Customer communication

IoT trends

Job description

Our mission is to transform how people and machines work together to push the boundaries of human productivity. A leader in Industrial AI, Augury helps the world’s manufacturers leverage real-time production insights to drive new levels of efficiency. Combining predictive and prescriptive AI technology with industry expertise, production teams can proactively address alerts, minimize downtime, reduce asset costs, and maximize yield and capacity. Our customers achieve payback in six months or less, enabling global scale. We're looking for team members excited to partner with the world's manufacturers and build the future of production together.

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.

What You Bring

• 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.