About the Company 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.ResponsibilitiesQuickly 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 attitudeAbout You7+ 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 communicationVery eager to dig into technical support issues to figure out the root cause so the issue will not recurCustomer-focused with excellent communication skills.Bring a positive, collaborative, team-oriented attitude to the office and your customers every day!Nice to HaveExperience working in a start-up software company is a strong advantageSAP techno-functional experience will give you a large advantage working with our large enterprise customersKnowledge of the following tools is preferred: ZenDesk, JIRA, Confluence, GitHub (or similar), Google SuiteExperience with BI tools and PythonLocationThe appropriate candidate for this role will be based in Mexico, Panama or Costa RicaBenefits SummaryAt Aera Technology, we strive to support our Aeranauts and their loved ones through different stages of life with a variety of attractive benefits, and great perks. In addition to offering a competitive salary and company stock options, we have other great benefits available. You’ll find comprehensive Private Health Care options and well as a monthly home office reimbursement. We offer unlimited access to online professional courses for both professional and personal development, coupled with people manager development programs. We believe in a flexible working environment, to allow our Aeranauts to perform at their best, ensuring a healthy work-life balance.

Technical Support Engineering Lead

Emma

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aeratechnology.com/

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