IT Support Specialist

Who We Are

Aurora (Nasdaq: AUR) is delivering the benefits of self-driving technology safely, quickly, and broadly to make transportation safer, increasingly accessible, and more reliable and efficient than ever before. The Aurora Driver is a self-driving system designed to operate multiple vehicle types, from freight-hauling trucks to ride-hailing passenger vehicles. It underpins Aurora’s driver-as-a-service products for trucking and ride-hailing. Aurora is working with industry leaders across the transportation ecosystem, including Continental, FedEx, Hirschbach, PACCAR, Ryder, Schneider, Toyota, Uber, Uber Freight, Volvo Trucks, Volvo Autonomous Solutions, and Werner. For Aurora’s latest news, visit aurora.tech and @aurora_inno on Twitter.

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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Working at Aurora

At Aurora, we bring together extraordinarily talented and experienced people united by the strength of our values. We operate with integrity, set outrageous goals, and build a culture where we win together — all without any jerks.

We have offices in several locations across the United States, where we encourage team and cross-functional collaboration. Aurora offers competitive medical, dental, and vision benefits, and additional healthcare support including medical transportation reimbursement, fertility, adoption, and surrogacy benefits. We empower our employees and their families with options to further their unique physical, mental, and financial well-being.

Our Learning and Development offerings include Aurora Academy, where our people learn, develop, and practice the essential skills that drive Aurora’s mission, continually up-leveling our team along the way. Our Careers page provides insight into career opportunities at Aurora, and you can find all the latest news on our Blog.

Safety is central to everything we do. Every employee at Aurora has a role in contributing to safety, every step of the way. We seek candidates who take active responsibility, can contribute to building an atmosphere of trust, and invest in the organization's long-term success by working safely — no matter what.

We believe that self-driving technology has broad benefits – including increased access to transportation. To realize those benefits, we need a workforce with diverse experiences, insights, and perspectives — a workforce that reflects the communities our technology will serve.

Aurora is committed to providing access to anyone who seeks information from our website. We invite anyone using assistive technologies, such as a screen reader or Braille reader, to email us at [email protected] if they experience difficulty using our website. Please describe the accessibility problem and include a URL (if available).

*Aurora considers candidates without regard to their race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, pregnancy status, parent or caregiver status, ancestry, political affiliation, veteran and/or military status, physical or mental disability, or any other status protected by federal or state law. Aurora considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected]. *

For California applicants, information collected and processed as part of your application and any job applications you choose to submit is subject to Aurora’s California Employment Privacy Policy.

Diversity, Equity and Inclusion

At Aurora, every employee is empowered to take an active role in building an inclusive, collaborative, and unified culture that leverages our diverse strengths, perspectives, and backgrounds.

Transforming how the world moves people and goods involves seeking to understand backgrounds, insights, and lived experiences that differ from our own. One way we accomplish that is with our 15 employee-led Aurora Unified Groups, which support diverse voices and drive inclusive collaboration. We believe that teamwork, belonging, and trust motivate and support our employees to do their best work. As our team grows, we strive to attract and retain exceptional talent that adds new perspectives and experiences and continues to drive innovation. Learn more on our Culture Page.

We are committed to helping qualified military community members leverage their talents in service of our mission. To understand how your military experience aligns with career opportunities at Aurora, review your military job classification at MyNextMove.org and consider applying for open positions corresponding to your identified skills and experiences!