Technical Support Engineering Lead @ Aera Technology

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. The​ ​Technical Support Engineer ​will​ ​be​ ​a key team member ​who​ ​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 lineWork on customer-reported issues by interacting with various teams including QA, App Development, Engineering, and Product ManagementGather information systematically and efficiently and perform root cause analysisCommunicate with customers on the status of issues and project items and be responsible for the ticket life cycleResponsible for respecting the defined SLAs we have with each customerDevelop knowledge base articles for the use of internal team and external partnersParticipate in shift rotationBring​ ​a​ ​positive, collaborative, ​team-oriented​ ​attitude​ About You 7+ years of professional experience with a Bachelor’s degree in a technical field or equivalentHands-on experience in SQL, Complex DB queries, DB performance analysis, and optimization.Log analysis and performance troubleshooting in UnixExperience with SSO, REST APIExpertise in Business Intelligence software: ETL, data-warehouse conceptsKnowledge or Experience with Application serversOn and offshore coordination and… Apply To This Job