Product Support Engineer at Vori (United States)

Vori· United States·5d ago

Role details

Work type

Remote

Employment

Full-Time

Job description

We are looking for a Product Support Engineer to serve as the technical bridge between our customers, support team, and engineering organization. This role focuses on diagnosing complex product issues, improving system reliability, and ensuring our support organization can resolve problems quickly and effectively.

Key Responsibilities:

Provide technical support and troubleshooting assistance to clients using our POS solutions.
Diagnose software, hardware, and network issues, working towards timely resolutions.
Act as a liaison between clients and the development team to communicate technical issues and feature requests.
Develop and maintain support documentation, FAQs, and knowledge base articles for customer self-service.
Assist in testing and validation of software updates, ensuring compatibility and performance.
Monitor system performance and provide recommendations for optimizations and enhancements.
Train clients and internal teams on new product features and best practices.
Collaborate with cross-functional teams to improve product usability and overall customer experience.
Stay current with emerging technologies and industry trends to continuously improve support services.

Qualifications & Requirements:

3+ years of experience in technical support, product support, or software engineering, preferably within the POS or retail technology industry.
Strong understanding of POS systems, payment processing, and network configurations.
Proficiency in troubleshooting software and hardware issues, including databases and APIs.
Excellent analytical, problem-solving, and communication skills.
Ability to work independently and collaboratively in a fast-paced environment.
Experience with ticketing systems and remote troubleshooting tools.

Why work at Vori

Culture highlights: Values include "Think 100x", "Always level up", "Design toward the obvious". Team described as "radically diverse foodies" from companies like SpaceX, Facebook, Whole Foods, Slack, and Airbnb. Bias toward velocity and execution.
Remote/hybrid/office: Team spread across Bay Area (HQ), New York City, and Puerto Rico. Specific remote/hybrid policy not stated, but roles appear location-flexible.
Notable perks: Opportunity to work on a mission-driven product that directly impacts local food economies; modern tech stack (React, TypeScript, AI agents); early-stage growth trajectory with significant responsibility.
Engineering culture: "Build the OS for Grocery" – engineers work on real-time data systems, AI, and POS reliability; roles include Forward Deployed Data Engineer and Full Stack Product Engineer.

About Vori

Company Overview

One-liner: Vori provides a modern, AI-powered operating system (POS, inventory, ordering, pricing, loyalty) for independent and regional grocery stores.
Entity Type: Private (Series unknown, $32.3M total funding)
Headquarters: San Francisco, California, United States
Founded: 2019 (initial iOS app built in 12 days)
Founders: Brandon Hill, Tre Kirkman, Robert Pinkerton

Core Business

Primary industry: Grocery technology / retail operations software
Target customers: Independent and regional grocery stores (small and mid-sized supermarkets)
Mission or purpose: "Changing the way food moves, from silo to shelf" – democratizing food supply access, reducing food waste, and empowering local entrepreneurs

Products & Services

VoriOS: The core operating system that combines point-of-sale, inventory management, ordering, pricing, shopper engagement, and reporting into one platform.
Point of Sale (POS): Modern lane checkout supporting scales, type-2 UPCs, split tenders, EBT, and eWIC.
Inventory Management: Real-time tracking of counts, shrink, and movement; automated reordering based on stock levels.
Pricing Automation: AI-driven margin protection that catches cost changes and adjusts prices automatically before checkout.
Shopper Engagement / Loyalty: Enroll shoppers at checkout, send targeted SMS offers, and track basket lift and order counts.
Vori AI Agents: Autonomous agents (Inventory Agent, Pricing Agent, Marketing Agent) that monitor operations and take actions based on predefined rules.
Reporting & Insights: Unified dashboard for sales, margin, inventory, and loyalty performance.

Market Standing

Valuation/Market Cap: Not disclosed
Key Metric: Annual revenue of $4.0M (estimated); Total funding of $32.3M across 4 rounds
Notable Investors/Partners: Y Combinator (Winter 2020 batch, primary partner Aaron Epstein); also referenced as backed by "Stanford engineers from SpaceX, Google, and Facebook" (implied institutional and angel investors)
Growth Signals: Headcount of 49 employees (+119.4% YoY); LinkedIn followers 6,408 (+67.4% yearly); claims "10k+ hours saved per week" for grocery operators; customer metrics include +22% net sales increase, +10% basket lift among loyalty members, and +20 order count lift.

Competitive Advantages

Single unified platform: Replaces fragmented legacy POS, inventory, and loyalty systems with one integrated OS designed specifically for grocery workflows.
AI agents that automate decisions: Pricing, inventory, and marketing agents act automatically based on rules, reducing manual labor and protecting margins.
Deep grocery domain expertise: Founded by operators and former store directors; built with input from actual grocers (e.g., first order at Delucchi's Market, first scan at Market at Edgewood).
Focus on independent/regional grocers: Levels the playing field against large retail chains by providing enterprise-grade technology at accessible cost.

Strategic Focus

Current priorities: Scaling AI agent capabilities (listing "Full Stack Product Engineer - Agentic AI"); expanding sales territory (VP of Sales for East Coast, Territory Account Executive for New York); continuing to reduce food waste and combat food deserts through supply chain data.
Direction for growth: Growing customer base beyond initial independent grocers, deepening integrations with suppliers, and enhancing automation to save operational hours.

Sources

Job description

Why work at Vori

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