Own end-to-end customer support across all channels (SLA, SOPs, playbooks)
Serve as Aurora’s primary enterprise customer ops contact with trust and transparency
Lead 24/7 remote diagnosis and on-site field resolution of AV issues
Scale support ops with AI tooling and cross-team handoffs

🎯 Requirements

10+ years leading technical support or SRE in 24/7 safety-critical domains.
Experience bridging frontline support and deep technical triage.
Deep fluency in complex hardware/software systems; prioritize under pressure.
Customer-facing leader in B2B/enterprise with real operational impact.
Building/scaling support ops in fast-moving, tech domains.
Experience defining SLAs, FCR, TTR, CSAT; AV robotics or AI tooling.

🎁 Benefits

Annual bonus, equity, and benefits.
Hybrid work with in-office 3 days per week.
Strong safety-focused culture.

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