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Support Operations Specialist (Night Shift)

13 hours, 14 minutes ago
India
Full-time
Mid Level
Customer Support
Customer and Technical Support
Machine Learning SQL
Apply Now
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
501-1000
Founded 2017
$174M raised
View All Jobs

Description

  • Own and resolve moderate-to-complex customer issues, including performance problems, data corruption, and API or integration failures.
  • Lead technical troubleshooting during high-priority customer incident calls.
  • Serve as the first technical escalation point for Intern and Associate engineers, resolving complex issues without Engineering involvement when possible.
  • Collaborate with Engineering, Product, and Customer Success on bug prioritization and customer communications for escalated issues.
  • Identify and implement support process improvements, such as new macros, escalation paths, and reporting.
  • Provide informal mentorship through ticket reviews, shadow sessions, and technical guidance for junior staff.

Requirements

  • 2–4+ years of technical support experience handling complex issues.
  • Advanced knowledge of a technical product stack, including SQL optimization, light scripting, and API debugging.
  • Experience managing customer escalations and de-escalating tense situations.
  • Experience mentoring or informally training junior team members.
  • Strong project management skills and ability to lead initiatives.

Benefits

  • Competitive salary and company stock options.
  • Comprehensive medical, group medical, term life, and accidental insurance.
  • Paid time off and maternity leave.
  • Unlimited access to online professional and personal development courses.
  • People manager development programs.
  • Flexible work environment that supports work-life balance.
  • Fully stocked office kitchen with snacks and beverages.

Interested in this position?

Apply directly on the company website

Apply Now

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