The Role
As a Technical Support Intern, you'll monitor and troubleshoot customer integrations, manage tickets, communicate with clients, and participate in product training.
Summary Generated by Built In
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.
We’re looking for passionate recent graduates to join our Technical Support organization. You will monitor, debug and troubleshoot integrations (ETL jobs) for our customers, which are the backbone for Aera’s Cognitive skills. In this role, you will be responsible for troubleshooting customer reported issues, helping internal teams and escalating bugs to Product teams.
Responsibilities
- Frontline Triage: Act as the first point of contact for new customer-reported issues, accurately categorizing, and prioritizing them based on existing procedures.
- Ticket Management: Handle a queue of routine or standard problems (e.g., "how-to" questions, password resets, UI-based issues) using step-by-step knowledge base articles and runbooks.
- Information Gathering: Systematically collect all necessary information (logs, screenshots, replication steps) before resolving a ticket or escalating it to a more senior engineer.
- Customer Communication: Communicate with customers on ticket status using clear, professional, and template-based language.
- Learning & Development: Actively participate in all product training, shadow senior engineers, and focus on developing core competencies.
About You
- Bachelor's degree in IT, Computer Science, or a related field, OR equivalent boot camp/certification experience.
- Conceptual understanding of fundamental technical principles (e.g., what an API is, basic networking, simple SQL queries).
- A strong customer-first attitude, with a passion for problem-solving and a desire to learn.
- Excellent written and verbal communication skills.
- High attention to detail and the ability to follow structured procedures accurately.
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.
Skills Required
- Bachelor's degree in IT, Computer Science, or a related field
- Conceptual understanding of technical principles
- Strong customer-first attitude
- Excellent written and verbal communication skills
- High attention to detail
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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.
