Sr. Customer Support Representative


Palo Alto, CA, USA

Full time

Trucks VC portfolio

Nov 12

At Nauto you can make an impact at a high-impact company. We believe technology can help prevent collisions and save lives with predictive-AI that detects driver state and vehicle surroundings in real-time. More than 90% of car crashes can be attributed to human error. Nauto technology is designed to predict risk and alerts the driver with advance warning to help prevent collisions, improve driver safety, and save lives.

Our customers and prospects include many of the largest commercial fleets in the world along with vehicle manufacturers (OEMs), insurance providers, and autonomous vehicle companies. The company is backed by Greylock Partners, BMW iVentures, General Motors Ventures, Toyota AI Ventures, and SoftBank, and is well-positioned for continued growth.

The Sr. Customer Support Representative is responsible for developing and documenting processes that address gaps within the team. This role balances direct customer support with team coordination, and process rollout.

Duties and Responsibilities

  • Own effective and efficient customer service processes and systems setup
  • Conduct initial technical troubleshooting of hardware and software issues in field-deployed, Internet-of-Things (IOT) devices and web applications
  • Use Python and related scripting tools and conduct SQL and similar database queries to evaluate and triage technical issues with Nauto’s product
  • Accurately and transparently document, track and effectively communicate customer/product support requests, resolutions, product bugs, and feature enhancements with customers and internal engineering teams
  • Communicate new procedures, policies and goals to support team and relative departments
  • Support internal and external team members while overseeing compliance
  • Develop and conduct quality control processes to reduce errors and improve procedures.
  • Look for alternative solutions, methodologies, and approaches to drive quicker resolutions to support related workflows
  • Coordinate scheduling, monitoring progress and ensuring completion of in-the-field installation request from our vendor network
  • Assist install team and provide support during project rollouts
  • Identify trends in reporting and escalate and/or delegate to internal Nauto teams
  • Build, document and develop knowledge base articles for internal team reference
  • Assist with customer escalations and drive them to resolution
  • Keep current and continue to update SFDC dispositions
  • Coordinate and facilitate project meetings, including setting/meeting deadlines and goals


  • BA or BS degree preferred
  • Experience in Jira, Confluence, Salesforce, Netsuite, Kibana, Python,and SQL
  • 3 – 5+ Years of customer support experience.
  • Proficiency in MS Office
  • Experience working in a performance measured environment with quality metrics
  • Strong analytical skills, Ability to generate reports and interpret trends
  • Excellent communication skills (verbal & written)
  • Strong interpersonal skills and ability to work cross functionally


  • Ground floor opportunity with the team; shape the strategic direction of the company.
  • Experienced leadership with a successful track record of growing startups.
  • Comfortable co-working environment and communal problem solving.
  • We love Hackathons!
  • We are a dog friendly environment.
  • We are in the heart of Palo Alto, walking distance from the Caltrain station.

We also have all the best benefits, including: 

  • Stock options
  • Coverage for (health, dental, vision) including qualified dependents
  • Healthcare spending accounts (FSA, HSA)
  • 401K
  • Up to 20 weeks of parental leave
  • Flexible PTO

Come revolutionize transportation safety and do your best work here at Nauto!

Nauto is committed to being a diverse and inclusive environment that fosters learning from each other. We celebrate people of diverse backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer, and we are committed to providing a work environment free of harassment and discrimination.

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We’re a growing team of engineering, product, sales and operations experts working together to make driving safer and smarter