The Role
Provides technical support for a cloud-based analytics application by investigating customer-reported issues, performing log analysis and root cause investigations, troubleshooting SQL and database performance, managing tickets and SLAs, coordinating with engineering and product teams, communicating issue status, and creating knowledge-base articles. The role includes shift rotations and requires strong customer communication, Unix troubleshooting, REST API and SSO knowledge, and familiarity with application servers and business intelligence concepts.
Summary Generated by Built In
Aera Technology is a pioneer in the growing category of Decision Intelligence Platforms and a Leader in the Gartner® Magic Quadrant™ for 2026 – 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.
As a Developer Support Engineer will be a key team member that 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 perform root cause analysis
- Communicate with customers on the status of issues and project items and being responsible of the ticket life-cycle
- Responsible for respecting the defined SLA’s we have with each customer
- Develop knowledge base articles for the use of internal teams and external partners
- Participate in shift rotation
- Bring a positive, collaborative, team-oriented attitude to the office and your customers every day!
About you
- 2 to 4 years of professional experience with Bachelor’s degree in a technical field or equivalent
- Log analysis and performance troubleshooting in Unix
- Experience with SSO, REST API
- Good knowledge of SQL, DB performance analysis and optimization.
- Knowledge or Experience with Application servers
- Knowledge of the following tools is preferred: ZenDesk, JIRA, Confluence, BitBucket ( or similar )
- Experience working in a start-up software company is a strong advantage
- Expertise in Business Intelligence software preferred : ETL, data-warehouse concepts
- SAP techno-functional experience will give you a large advantage working with our large enterprise customers
- 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
- Bring a positive, collaborative, team-oriented attitude to the office and your customers everyday!
Nice to have
- Background in Java programming is a plus
- Understanding of 3 tier application architecture
- Working knowledge of cloud platforms, A
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 D 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.
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 medical, Group Medical Insurance, Term Insurance, Accidental Insurance, paid time off, Maternity leave, and much more. 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. When you’re working from the office, you’ll also have access to a fully stocked kitchen with a selection of snacks and beverages.
Skills Required
- 2 to 4 years of professional experience
- Bachelor's degree in a technical field or equivalent experience
- Log analysis and performance troubleshooting in Unix
- Experience with SSO and REST APIs
- Knowledge of SQL and database performance analysis and optimization
- Knowledge or experience with application servers
- Onshore and offshore coordination and communication experience
- Knowledge of Zendesk, JIRA, Confluence, Bitbucket, or similar tools
- Experience working in a startup software company
- Business intelligence software expertise, including ETL and data warehouse concepts
- SAP techno-functional experience
- Java programming background
- Understanding of three-tier application architecture
- Working knowledge of cloud platforms
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The Company
What We Do
Aera Technology is the Cognitive Automation company that makes business agility happen. We deliver the first scalable digital platform that integrates with your existing systems to make and execute business decisions in real time. In the era of digital acceleration, Aera helps enterprises around the world transform how they respond to the ever-changing environment.
