Support Engineering Hardware Specialist, Member Experience - Remote

Overview

Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. We've helped 2.5 million people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles.

Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office. 

In Short

• Cross-functional Collaboration: 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.
• Metrics & Reporting: 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.
• Customer Focus & Experience: Drive efforts to improve customer experience and reduce resolution times. Analyze customer feedback to identify areas for improvement.
• Support Engineering Readiness: 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.

Requirements

• 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

• Competitive salary and equity packages
• 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