Support Specialist

What We Do:

At Autura, we're revolutionizing the towing and recovery industry with cutting-edge software that makes a real difference for our customers. From towing service providers to local governments, our tools—like Towing Management Systems, ARIES Dispatch, and Impound solutions—are designed to simplify operations, boost safety, and drive success. Joining Autura means being part of a team that's passionate about innovation, collaboration, and making the world a little safer and smarter every day. Ready to help us pave the way?

About the Role:

At Autura, we believe in the power of teamwork and are seeking individuals who embody empathy, ambition, and a collaborative spirit. We're currently looking for a Support Specialist I to join our team. In this role, you will be the first point of contact for customer inquiries, troubleshooting, and issue resolution. The ideal candidate will be passionate about delivering exceptional service, driven by the challenge of resolving technical issues, and dedicated to ensuring that our clients and partners have an exceptional experience with Autura. If you're ready to make an impact and help our users thrive, we want to hear from you!

What You'll Be Doing:

• Provide technical support and troubleshooting assistance for software applications, both cloud-based and on-premise solutions.
• Assist customers with mobile app-related inquiries and technical challenges.
• Utilize ticketing systems (e.g., Zendesk, Jira, Freshdesk) to track, manage, and resolve support requests in a timely and efficient manner.
• Offer omnichannel support, including email, phone, and live chat platforms, ensuring an outstanding customer experience.
• Provide remote support using various remote desktop tools and technologies to resolve customer issues.
• Troubleshoot and resolve software, configuration, and performance issues, escalating complex issues to senior team members when necessary.
• Document common issues, solutions, and processes to continuously improve knowledge base and self-service resources.
• Collaborate with product and engineering teams to provide feedback on recurring issues and suggest improvements to the software.
• Maintain a high level of product knowledge to stay current with updates, new features, and industry trends.
• Contribute to the continuous improvement of support processes and overall customer satisfaction.
  
  

About You:

• 2-3 years of experience in a technical support or IT support role, ideally within a SaaS or software environment.
• Solid understanding of cloud-based solutions, on-premise software, and mobile applications.
• Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and issue-tracking platforms.
• Familiarity with remote support tools (e.g., TeamViewer, ConnectWise, RemotePC).
• Strong troubleshooting skills and ability to quickly identify and resolve software issues.
• Excellent communication and customer service skills, with the ability to explain technical concepts in a clear and user-friendly manner.
• Ability to work independently and manage multiple support tickets in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
  
  

Who We Are & Benefits:

Autura is committed to providing modernized benefits and cultural perks.

• Competitive pay and annual performance reviews
• Option for 100% fully paid benefits package including health, dental, vision
• 401(k) with a matching company contribution
• Open Paid Time Off
• 100% Remote work
  
  
  
  

Autura is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. We purposefully cultivate a workplace where team members can thrive authentically and tenaciously to innovate, grow, and achieve both individual and shared goals. We recognize that creating an inclusive environment requires continuous effort and a willingness to adapt. As we continue to grow, we will proactively adapt our practices to embrace the diverse future ahead, promoting a culture of opportunity for all.



Equal Opportunity Employer:

We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.

For California residents, please reference our privacy policy here.

For this role, the base salary range is $40,000 - $50,000. Total compensation also includes a competitive benefits package. A salary offer will be determined by several factors including experience, skill level, education, internal pay equity, and other relevant business considerations. We review all team members pay and compensation programs regularly to ensure competitive and fair pay.