Technical Support Engineering Lead

3 days, 13 hours ago
Full-time
Senior
Quality Assurance and Testing
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

  • Quickly learn the functional aspects of Aera’s product line.
  • Investigate and resolve customer-reported technical issues by working with QA, App Development, Engineering, and Product Management.
  • Gather information systematically and perform root cause analysis to identify underlying issues.
  • Communicate issue status and project updates to customers throughout the ticket lifecycle.
  • Own and manage the ticket lifecycle while meeting defined customer SLAs.
  • Develop knowledge base articles for internal teams and external partners.
  • Participate in shift rotation to provide ongoing support coverage.
  • Maintain a positive, collaborative, team-oriented approach with customers and internal stakeholders.

Requirements

  • 7+ years of professional experience with a Bachelor’s degree in a technical field or equivalent.
  • Hands-on experience with SQL, complex database queries, database performance analysis, and optimization.
  • Experience with log analysis and performance troubleshooting in Unix.
  • Experience with SSO and REST APIs.
  • Experience with business intelligence software, including ETL and data warehouse concepts.
  • Knowledge or experience with application servers.
  • Experience coordinating and communicating with onshore and offshore teams.
  • Strong customer focus, excellent communication skills, and a proactive problem-solving mindset.
  • Experience working in a start-up software company is a strong advantage.
  • SAP techno-functional experience is a strong advantage.
  • Familiarity with ZenDesk, JIRA, Confluence, GitHub or similar tools, and Google Suite is preferred.
  • Experience with BI tools and Python is preferred.

Benefits

  • Competitive salary and company stock options.
  • Comprehensive private health care options.
  • Monthly home office reimbursement.
  • Unlimited access to online professional courses for professional and personal development.
  • People manager development programs.
  • Flexible working environment that supports work-life balance.

Interested in this position?

Apply directly on the company website

Apply Now

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