[Remote] Support Engineering Hardware Specialist, Member Experience

Note: The job is a remote job and is open to candidates in USA. ŌURA is focused on empowering individuals to understand and improve their health through innovative products like the Oura Ring. The Support Engineering Hardware Specialist will collaborate with various teams to enhance customer experience, drive support efficiency, and incorporate advanced technologies into support workflows. Responsibilities • Collaborate with Product and Engineering Teams, particularly the hardware, hardware quality, and firmware teams. • Coordinate field captures and investigations using data analysis and diagnostic tools. • Monitor customer support channels and investigate trends. • Perform quantitative and qualitative analysis to determine key areas of improvement proactively. • Work with engineering teams to proactively capture additional data and devices from the field as necessary. • Drive efforts to improve customer experience and reduce resolution times. • Analyze customer feedback to identify areas for improvement. • Possess and foster deep technical expertise. • Incorporate machine learning, AI, and automation into the support workflow. • Work closely with Product and Engineering teams to ensure feedback informs product development. • Drive initiatives to improve support efficiency and effectiveness. Skills • Strong technical background with 8+ years working with Hardware & Firmware engineering teams • Experience with Field Failure Analysis or similar hardware improvement methodologies • Excellent problem-solving and analytical skills • Strong communication and interpersonal skills • Experience with Jira and similar ticketing tools • Strong understanding of data analytics and BI tools (e.g., Tableau) • Strong customer service orientation Benefits • Health, dental, vision insurance, and mental health resources • An Oura Ring of your own plus employee discounts for friends & family • 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off • Paid sick leave and parental leave Company Overview • Oura is an award-winning, fast-growing startup that helps people get up close and personal with their health. It was founded in 2013, and is headquartered in San Francisco, California, US, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship • ŌURA has a track record of offering H1B sponsorships, with 6 in 2024, 4 in 2023, 3 in 2022, 3 in 2021. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job