💼 About This Role

You'll own Aurora's end-to-end customer support experience for self-driving trucking operations, ensuring reliability and trust in a safety-critical environment. You'll build and scale a high-performing support organization that combines frontline customer care with deep technical diagnosis of AV hardware and software issues.

🎯 What You'll Do

• Own end-to-end customer support experience including SLAs, SOPs, and playbooks.
• Serve as primary operational point of contact for enterprise customers.
• Lead 24/7 remote diagnosis and onsite resolution of AV hardware/software issues.
• Design scaling strategy for support operations as commercial fleet grows.

📋 Requirements

• 10+ years leading technical support in a 24/7, high-stakes environment.
• Demonstrated experience in both frontline customer support and deep technical triage.
• Deep technical fluency in complex hardware/software systems.
• Proven ability as customer-facing leader in B2B enterprise environment.

✨ Nice to Have

• Experience in autonomous vehicles, advanced robotics, or aerospace systems.
• Experience implementing AI-driven support tooling in safety-critical environments.
• Experience managing support across enterprise customer segments with varying SLAs.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter call· 30 min
2. 2Technical screen· 60 min
3. 3On-site interviews· 4 hours