Aurora hires talented people with diverse backgrounds who are ready to help build a transportation ecosystem that will make our roads safer, get crucial goods where they need to go, and make mobility more efficient and accessible for all. We're searching for a Support Specialist to join the Technical Services team to provide World Class, individualized support for our enterprise. We are looking for individuals that are comfortable working autonomously, in a fast paced environment, but value being part of a team.

As a qualified candidate, you are Customer Obsessed. You start from a place of empathy with our customers and shepherd them through the process of resolving whatever issue is impacting them at that moment. Your technical troubleshooting abilities and critical thinking are an essential part of your daily workflow in both resolving user issues and small projects that you have taken initiative on. You are skilled at creating and maintaining technical documentation and understand the benefits of creating a self-service environment for our customers. You are comfortable working as an individual contributor and being part of a team that is driving towards shared objectives.

You thrive in a problem solving environment and collaborating with others to provide world class support and service. You strive towards excellence, but understand your limitations and don’t hesitate to ask for help when needed. 

In this role, you will:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Troubleshoot wide variety of user issues to resolution
• Walk customer through problem-solving process
• Follow up with customers to ensure issue has been resolved
• Ensure proper documentation process and solutions to ticketed issues
• Assist on-boarding and off-boarding of employees and contractors (system and account provisioning, etc…)
• Ensure security and efficiency of IT infrastructure
• Develop and maintain departmental documentation
• Research/Recommend innovative and where possible automated approaches for system administration task
• Run reports to determine malfunctions that continue to occur
• Provide “Smart hands” for various IT organizations as needed (Network/AV, etc..)

Required Qualifications: 

• Exceptional customer service orientation.
• Proven analytical and problem-solving abilities.
• 2+ years of experience with various operating systems and hardware platforms including Ubuntu, MacOS, & Windows
• Experience with one or more of the following MDM/configuration management tools such as Workspace One, Kandji, Terraform
• Experience working with modern Cloud IAAS / PAAS providers including Okta, Atlassian, Google Workspace, Slack.
• Excellent communication skills and ability to document and explain technical details clearly and concisely.
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Patience for dealing with difficult customer-service situations 
• Proven ability to learn new technologies quickly to a high level of proficiency 
• Ability to manage multiple tasks concurrently in a fast-paced environment 
• Proven experience in a heavy customer focus position involving technical knowledge and system troubleshooting.

Preferred Qualifications: 

• Expertise with modern Cloud IAAS / PAAS providers including AWS & GCP
• Familiarity with Unix and Windows Shell terminal
• Scripting / programming in BASH / Python or other
• Bachelor's degree in computer science or a related technical field, or equivalent professional work experience

The base hourly wage range for this position is $32.25-$42.00 per hour.  Aurora’s pay ranges are determined by role, level, and location. Within the range, the successful candidate’s starting base pay will be determined based on factors including job-related skills, experience, qualifications, relevant education or training, and market conditions. These ranges may be modified in the future. The successful candidate will also be eligible for an annual bonus, equity compensation, and benefits.

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