Support Operations Specialist (Night Shift)

5 hours, 48 minutes ago
Full-time
Mid Level
Customer and Technical Support
Aera Technology

Aera Technology

Aera Technology specializes in Decision Intelligence technology that empowers enterprises to achieve business agility by utilizing machine learning and artificial intelligence to autonomously analyze data, predict risks and opportunities, and provide r...

Internet Software & Services
251-1K
Founded 2017
$174M raised

Description

  • Act as the primary gatekeeper and incident manager for all open escalations during US hours, enforcing triage SLAs and managing the customer communication loop.
  • Audit and maintain ticketing data integrity (e.g., Jira), ensuring accurate categorization, bug linkage, and readiness before escalation processing.
  • Proactively coordinate with internal teams (Engineering, Support, Product) to unblock stalled escalations, obtain concrete ETAs, and enforce resolution timelines for high‑priority incidents.
  • Partner with the Support Operations Manager to translate governance reports into actionable tasks, create tracking tickets, and ensure completion SLAs based on priority.
  • Manage the lifecycle and quality of technical documentation by ensuring engineers log proper resolution steps and root causes in tickets.
  • Act as the human-in-the-loop quality check for auto-generated Knowledge Base articles and automated account summaries, identifying gaps and reporting system logic failures to technical owners.
  • Maintain daily, highly detailed action trackers that record internal blockers, interventions, and next-communication plans for every open escalation.
  • Identify, propose, and help implement support process improvements such as new macros, streamlined escalation paths, and enhanced reporting.

Requirements

  • 3–5 years of experience in Incident Management, Support Operations, or Technical Project Management within a fast-paced SaaS environment (preferred).
  • Availability to work night shift covering US hours (role is remote, based in India).
  • Technical aptitude sufficient to validate technical articles and collaborate with Engineering on ETAs and workarounds (knowledge of APIs, databases, log structures, deployment processes); deep coding not required.
  • Proven track record of enforcing processes, SLAs, and data integrity with technical teams without formal reporting authority.
  • Advanced proficiency with enterprise ticketing systems (e.g., Jira) and strong spreadsheet skills for operational tracking.
  • Experience with Knowledge Base/content validation and reviewing auto-generated documentation.
  • Strong stakeholder communication and coordination skills to manage cross-functional escalations and customer updates.

Benefits

  • Competitive salary plus company stock options.
  • Comprehensive insurance package (medical/Group Medical Insurance, term insurance, accidental insurance).
  • Paid time off and parental (maternity) leave.
  • Unlimited access to online professional courses and people-manager development programs for professional growth.
  • Flexible, remote-friendly working environment to support work–life balance.
  • Access to office perks (e.g., fully-stocked kitchen) when working onsite.

Interested in this position?

Apply directly on the company website

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