Technical Support Lead

2 Months ago • 7 Years +

Job Summary

Job Description

The Technical Support Engineer will be a key team member helping customers solve technical issues for their cloud-based analytics application. This customer-facing position requires strong communication, troubleshooting, and excellent problem-solving skills. Responsibilities include learning the functional aspects of Aera’s product line, working on customer-reported issues, performing root cause analysis, communicating with customers, and developing knowledge base articles. The ideal candidate should be eager to dig into technical support issues and possess a customer-focused attitude.

Must have:

7+ years of professional experience with a technical degree
Hands-on experience in SQL and complex DB queries
Log analysis and performance troubleshooting in Unix
Experience with SSO and REST API
Expertise in Business Intelligence software and ETL
Customer-focused with excellent communication skills

Good to have:

Experience working in a start-up software company
SAP techno-functional experience

Perks:

Comprehensive Private Health Care options
Monthly home office reimbursement
Unlimited access to online professional courses

13 skills required

13 skills required for this role

Add these skills to join the top 1% applicants for this job

confluence

jira

github

unix

sql

business-intelligence

communication

innovation

-sap

quality-control

problem-solving

performance-analysis

team-management

Job Details

Aera Technology is a pioneer in the growing category of Decision Intelligence – the technology to digitize, augment, and automate decision-making processes with AI and machine learning. Through our AI decision automation platform, Aera Decision Cloud™, we are helping the best-known brands in the world make smarter, faster decisions.

Privately-held and VC-funded, we have a global team of over 400 Aeranauts – and we’re growing. We deliver Decision Intelligence innovation and services that enable enterprises to automate and scale decision making with accuracy and speed. We continue to be the trusted choice of market leaders for our proven ability to generate value and unlock opportunities that were previously unattainable.

The Technical Support Engineer will be a key team member who helps customers solve technical issues for our cloud-based analytics application. This customer-facing position requires strong communication skills, troubleshooting, and excellent problem-solving skills. This role could be ideal for someone with a QA or development background who would like to step into a customer-facing opportunity.

Responsibilities

Quickly learn the functional aspects of Aera’s product line
Work on customer-reported issues by interacting with various teams including QA, App Development, Engineering, and Product Management
Gather information systematically and efficiently and perform root cause analysis
Communicate with customers on the status of issues and project items and be responsible for the ticket life cycle
Responsible for respecting the defined SLAs we have with each customer
Develop knowledge base articles for the use of internal team and external partners
Participate in shift rotation
Bring a positive, collaborative, team-oriented attitude

About You

7+ years of professional experience with a Bachelor’s degree in a technical field or equivalent preferred
Hands-on experience in SQL, Complex DB queries, DB performance analysis, and optimization.
Log analysis and performance troubleshooting in Unix
Experience with SSO, REST API
Expertise in Business Intelligence software: ETL, data-warehouse concepts
Knowledge or Experience with Application servers
On and offshore coordination and communication
Very eager to dig into technical support issues to figure out the root cause so the issue will not recur
Customer-focused with excellent communication skills.
Bring a positive, collaborative, team-oriented attitude to the office and your customers every day!

Nice to Have

Experience working in a start-up software company is a strong advantage
SAP techno-functional experience will give you a large advantage working with our large enterprise customers
Knowledge of the following tools is preferred: ZenDesk, JIRA, Confluence, GitHub (or similar), Google Suite

The appropriate candidate for this role will be based in Mexico, Panama or Costa Rica

If you share our passion for building a sustainable, intelligent, and efficient world, you’re in the right place. Established in 2017 and headquartered in Mountain View, California, we're a series C start-up, with teams in Mountain View, San Francisco (California), Bucharest and Cluj-Napoca (Romania), Paris (France), Munich (Germany), London (UK), Pune (India), and Sydney (Australia). So join us, and let’s build this!

Aera Technology is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, Aera Technology will consider for employment qualified applicants with arrest and conviction records.

Benefits Summary

At Aera Technology, we strive to support our Aeranauts and their loved ones through different stages of life with a variety of attractive benefits, and great perks. In addition to offering a competitive salary and company stock options, we have other great benefits available. You’ll find comprehensive Private Health Care options and well as a monthly home office reimbursement. We offer unlimited access to online professional courses for both professional and personal development, coupled with people manager development programs. We believe in a flexible working environment, to allow our Aeranauts to perform at their best, ensuring a healthy work-life balance.