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Inside Augury’s Shift to Scalable Technical Customer Support

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Augury is a pioneer in Machine Health and Process Health solutions. They use purpose-built AI, trained by industry experts and the world’s largest data library, to help their customers eliminate production downtime, improve process efficiency, maximize yield, and reduce waste and emissions. Augury is helping global manufacturers like Colgate, PepsiCo, and Frito-Lay predict and prevent mechanical breakdowns before they happen. Augury’s global customers achieve 5-20x ROI, often in a matter of months.

The Challenge

Before working with SupportNinja, Augury’s in-house customer support was spread out in different locations and timezones. However, managing global customer expectations with this dispersed team proved difficult. Shay Haviv, who leads Augury’s global support organization, recalls how meeting the demands of a growing customer base posed challenges:

“We had customers in different parts of the world and working different hours. Coordinating that — time zones, training, communication — was a major operational load.”

The team also sought to create a more scalable support model as their customer base of global manufacturers continued to grow.

The Solution: A Global Support Partnership

Augury initially started working with SupportNinja with a team of two technical customer support agents they called technicians. The plan was simple but ambitious: gradually offload most of the tiered technical support to a partner who could ramp up quickly and deliver consistent performance.

“We fully integrated them into our systems and gave them access to the same tools our internal teams use,” Haviv recalls. “SupportNinja worked closely with us to build a structured onboarding plan that included technical training, internal team introductions, and deep knowledge-sharing sessions. It was a highly technical role, so we all wanted to make sure that the team had everything they needed to succeed from day one.”

Today, around 90% of agents on Augury’s frontline support team are from SupportNinja, spanning across Tier 1 to Tier 3 roles.

The Results

Streamlined Hiring, Removed the Guesswork

One of the biggest wins for Haviv has been how SupportNinja completely streamlined the hiring process. Instead of spending countless hours reviewing resumes or going through rounds of trial and error to find the right fit, he now only sees the most qualified, vetted candidates. SupportNinja handles everything — from sourcing and screening to assessing technical and cultural fit.

Scalable Onboarding Process

Augury and SupportNinja co-developed a 3-month employee onboarding framework tailored to their complex technical ecosystem. This playbook allowed new hires to ramp up quickly and effectively.

“We’ve never hit any major blockers with the SupportNinja team,” Haviv shares. “They’ve been incredibly agile — willing to adjust their workflows and even shift their working hours to align with our U.S. teams when needed. That kind of flexibility and responsiveness makes collaboration seamless, especially across time zones. It’s clear they’re committed to our success, not just checking boxes.”

Technical Expertise

SupportNinja agents support issues ranging from basic troubleshooting to high-level diagnostics depending on the tier level. This flexibility allows Augury to deploy support strategically, without overburdening their internal engineering teams.

What’s Next

As Augury continues to scale and evolve its offerings, their partnership with SupportNinja remains a critical part of their strategy — allowing them to maintain high service levels while focusing internal resources on innovation and growth.

“We’ve been working together for years now, and the collaboration just keeps improving. SupportNinja is very much a part of our team.”

Build a Scalable, High-Impact Technical CX Team with SupportNinja

SupportNinja helped Augury create a global, high-performing technical CX operation that scales without sacrificing expertise, responsiveness, or cultural alignment.

Whether you’re supporting complex products, expanding into new markets, or simply need to offload operational overhead, we can help you deliver consistently exceptional service at scale.

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