Technical Support Engineer

Summary

Join Aera Technology, a leader in Decision Intelligence, as a Technical Support Engineer. This customer-facing role requires strong communication and problem-solving skills to help clients resolve technical issues with our cloud-based analytics application. You will work with various internal teams, perform root cause analysis, and manage the ticket lifecycle while adhering to service level agreements. The ideal candidate possesses 1-4 years of experience, a technical degree, and expertise in SQL, DB performance, log analysis, and business intelligence software. This position offers a flexible work environment and various benefits.

Requirements

• 1 to 4 years of professional experience with a Bachelor’s degree in a technical field or equivalent
• Hands-on experience in SQL, Complex DB queries, DB performance analysis, and optimization
• Log analysis and performance troubleshooting in Unix
• Experience with SSO, REST API
• Expertise in Business Intelligence software: ETL, data-warehouse concepts
• Knowledge or Experience with Application servers
• On and offshore coordination and communication
• Very eager to dig into technical support issues to figure out the root cause so the issue will not recur
• Customer-focused with excellent communication skills
• Bring a positive, collaborative, team-oriented attitude to the office and your customers every day!

Responsibilities

• Quickly learn the functional aspects of Aera’s product line
• Work on customer-reported issues by interacting with various teams including QA, App Development, Engineering, and Product Management
• Gather information systematically and efficiently and perform root cause analysis
• Communicate with customers on the status of issues and project items and be responsible for the ticket life cycle
• Responsible for respecting the defined SLAs we have with each customer
• Develop knowledge base articles for the use of internal team and external partners
• Participate in shift rotation
• Bring a positive, collaborative, team-oriented attitude

Preferred Qualifications

• Experience working in a start-up software company is a strong advantage
• SAP techno-functional experience will give you a large advantage working with our large enterprise customers
• Knowledge of the following tools is preferred: ZenDesk, JIRA, Confluence, GitHub (or similar), Google Suite

Benefits

• Competitive salary and company stock options
• Comprehensive Private Health Care options
• Monthly home office reimbursement
• Unlimited access to online professional courses for both professional and personal development
• People manager development programs
• Flexible working environment