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

7+ 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!

Technical Support Engineering Lead

Key skills