Technical Support Analyst

Job Description / Skills Required

Aera is looking for a team player, self-learner, and enthusiastic person to be part of our Customer Success team, for our cloud-based analytics application. The 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.

The Challenge Ahead

Quickly learn the functional aspects of the Aera 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
Track, and resolve support issues logged by customers and project team members
Test product and implementation features and document results
Communicate with customers on the status of issues and project items
Develop new features and components in our existing web application.
Collaborate with the application developers who create the scripts to correct the problem permanently
Exude a passion for technology and the cutting-edge solutions that Aera offers
Bring a positive, collaborative, team-oriented attitude to the office and your customers every day!
About You

Strong problem solving and troubleshooting skills with knowledge of support processes
Self-learner and eager to learn new software tools/technologies
Excellent communication (verbal and written) skillsLog analysis and performance troubleshootingExperience with SQL and scripting languages PL/SQL, DB performance analysis and optimization
Knowledge or Experience with Application servers
Experience with Java/J2EE coding and development is considered a plus
Knowledge of the following tools is preferred: ZenDesk, JIRA, Confluence,Eclipse/IntelliJ
At Aera, we're on a mission to solve the biggest, most intractable challenges of enterprise software. We envision the rise of the Self-Driving Enterprise: a more autonomously functioning business with a central operating system that connects and orchestrates business operations. Our platform is increasingly used by the world's largest companies to identify and respond to market opportunities faster.

If you share our passion for building the next generation of enterprise software, and implementing it for the most sophisticated customers in the world, you’ve met your match. Headquartered in Mountain View, California, we're growing fast, with teams in San Francisco (California), Portland (Oregon), Bucharest and Cluj-Napoca (Romania), Paris (France), Munich (Germany), London (UK), and Pune (India).

So join us, and let’s build this!

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