Technical Support Engineer

6 Months ago • 7 Years + • Software Development & Engineering

Job Summary

Job Description

The Technical Support Engineer will be a key team member who helps customers solve technical issues for their cloud-based analytics application. Responsibilities include learning the functional aspects of Aera’s product line, working on customer-reported issues, gathering information and performing root cause analysis, communicating with customers, and developing knowledge base articles. The ideal candidate should have 7+ years of professional experience, hands-on experience in SQL and log analysis, and excellent communication skills. They should be eager to solve technical issues and be customer-focused.
Must have:
  • 7+ years of professional experience with a technical degree.
  • 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.
  • Customer-focused with excellent communication skills.
Good to have:
  • Experience working in a start-up software company.
  • SAP techno-functional experience.
  • Knowledge of the following tools: ZenDesk, JIRA, Confluence, GitHub (or similar), Google Suite
Perks:
  • Comprehensive Private Health Care options.
  • Monthly home office reimbursement.
  • Unlimited access to online professional courses.
  • People manager development programs.
  • Flexible working environment.

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
  • 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.

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About The Company

Aera Technology is the Decision Intelligence company that transforms how enterprises make and execute decisions. Our innovative platform, Aera Decision Cloud™, integrates with existing systems and data sources to enable business decision making in real time, at scale. Trusted by many of the world’s best-known companies and brands, Aera is helping enterprises operate sustainably, intelligently, and efficiently.

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