Technical Support Engineer

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

Aera Technology is a pioneer in Decision Intelligence, utilizing AI and machine learning to digitize and automate decision-making processes. They offer an AI decision automation platform, Aera Decision Cloud™, helping leading brands make smarter, faster decisions. As a privately-held and VC-funded company with a global team of over 400 Aeranauts, Aera delivers Decision Intelligence innovation and services. This Technical Support Engineer role focuses on assisting customers with technical issues related to their cloud-based analytics application. This customer-facing position requires strong communication skills, troubleshooting abilities, and excellent problem-solving skills, potentially suitable for individuals with a QA or development background seeking a customer-oriented opportunity.

Requirements

• Experience: 1 to 4 years of professional experience
• Education: Bachelor’s degree in a technical field or equivalent
• SQL Skills: Hands-on experience with SQL, complex database queries, database performance analysis, and optimization.
• Log Analysis: Experience with log analysis and performance troubleshooting in Unix environments.
• SSO & API: Experience with SSO (Single Sign-On) and REST APIs.
• Business Intelligence: Knowledge or experience with Business Intelligence software (ETL, data-warehouse concepts).
• Application Servers: Familiarity with application servers.
• Communication Skills: Excellent communication skills, both written and verbal.
• Teamwork: Positive, collaborative, and team-oriented attitude.

Responsibilities

• Customer Issue Resolution: Quickly learn the functional aspects of Aera’s product line and work on customer-reported issues.
• Collaboration: Interact with various teams including QA, App Development, Engineering, and Product Management to resolve issues.
• Root Cause Analysis: Gather information systematically, perform root cause analysis, and identify the underlying causes of problems.
• Ticket Management: Manage the ticket lifecycle, communicating status updates to customers.
• Knowledge Base Development: Develop knowledge base articles for internal teams and external partners.
• Shift Rotation: Participate in shift rotation schedules.
• Customer Support: Provide customer support and address their needs effectively.

Nice to Have (Bonus Skills)

• Startup Experience: Experience working in a startup software company is advantageous.
• SAP Knowledge: SAP techno-functional experience is a plus, particularly when working with enterprise customers.
• Tools: Experience with tools such as: ZenDesk, JIRA, Confluence, GitHub (or similar), Google Suite.

Application Instructions

• The appropriate candidate for this role will be based in Mexico, Panama or Costa Rica. (Location preference)