Support Engineer

Aurelian automates non-emergency calls for 9-1-1 centers through an AI-powered operator. As a Support Engineer, you will play a critical role in maintaining system reliability, troubleshooting issues, and supporting customer deployments.

Responsibilities:

• Write and maintain RPA scripts that automate data entry into customer systems
• Deploy, configure, and tune automations on customer Windows environments
• Remote into customer environments to diagnose and resolve issues
• Support the Customer Experience team with technical questions and troubleshooting
• Assist with customer technical onboarding tasks such as phone setup, system configuration, and connectivity verification
• Document common issues, solutions, and runbooks to reduce repeated escalations
• Assist with the most technical of customer support queries in partnership with Customer Experience and Engineering teams

Requirements:

• 3+ years of experience in IT support, QA automation, desktop support, or a similar customer-facing, technical, hands-on role
• Comfortable (or eager to learn) writing scripts in Python (only basics needed, such as experience with for loops, if statements, try catch, etc)
• Strong troubleshooting ability - can methodically trace a problem across multiple systems
• Experience with Windows environments
• Basic networking knowledge (HTTP/APIs, firewalls, VPNs, encryption basics)
• Excellent technical communication - can explain issues clearly to both technical and non-technical stakeholders
• Self-directed and comfortable working independently
• Experience in public safety / 9-1-1 and/or high-growth startup
• Experience with RPA tools (Robocorp, UiPath, Automation Anywhere) or test automation
• Familiarity with VM management and remote deployment workflows