Developer Support Engineer

at  Aera Technology

At Aera Technology, we are helping the largest enterprises in the world transform how they make
and execute decisions with Decision Intelligence. Aera understands how your business works, make
real-time recommendations, predicts outcomes, and takes action autonomously. Our platform
delivers the business agility required to respond to today’s ever-changing environment.
Aera is looking for a Senior Developer Support Engineer who is a team player, self-learner, and
enthusiastic person to be part of our Customer Success team for our cloud-based analytics
application. The Technical Support Analyst will become a member of the team that helps
customers solve technical issues. This is a customer-facing position requiring good
communication skills, troubleshooting, and strong problem-solving skills.

• 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 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 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