Developer Support Engineer

Pune, IN

Job Description / Skills Required

Do you want to shape the future of enterprise software? 
 
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, makes real-time recommendations, predicts outcomes, and takes action autonomously. Our platform delivers the business agility required to respond to today’s ever-changing environment.
 
The​ ​ Technical Support Engineer ​will​ ​be​ ​a key team member ​that​ ​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.

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 perform root cause analysis
    • Communicate with customers on the status of issues and project items and being responsible of the ticket life-cycle
    • Responsible for respecting the defined SLA’s 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​ ​to​ ​the​ ​office​ ​and​ ​your​ ​customers every​ ​day!

About You

    • 2 to 4 years of professional experience with Bachelor’s degree in a technical field or equivalent
    • Log analysis and performance troubleshooting in Unix
    • Experience with SSO, REST API
    • Good knowledge of SQL, DB performance analysis and optimization.
    • Knowledge or Experience with Application servers
    • Knowledge of the following tools is preferred: ZenDesk, JIRA, Confluence, BitBucket ( or similar )
    • Experience working in a start-up software company is a strong advantage
    • Expertise in Business Intelligence software preferred : ETL, data-warehouse concepts
    • SAP techno-functional experience will give you a large advantage working with our large enterprise customers
    • 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
    • Bring a positive, collaborative, team-oriented attitude to the office and your customers everyday!

Nice to Have

    • Background in Java programming is a plus
    • Understanding of 3 tier application architecture
    • Working knowledge of cloud platforms, AWS is a plus

Perks and Benefits

      • Stock Options:  We believe every Aera team member should have a stake in our future 
      • Group Medical Insurance: We offer coverage to each and every Aeranaut, with family coverage options available
      • Term Insurance: for all employees: 2x annual compensation
      • Accidental Insurance: for all employees
      • Learning and Development: You’ll have access to professional development content through Udemy, our online learning platform. Udemy offers thousands of courses to help you learn new skills – whether for your professional development or your personal interests
      • Employee Referral Program:  Earn cash when your referrals get hired!
      • Events and Extras:  We work hard and get things done, but we also value the importance of having fun: office outings; birthday celebrations; holiday parties; weekly in-office lunches, and more
      • Paid Time Off: 30-days paid time off. In addition, we have 10 paid holidays each year
      • Snacks: When you’re working from the office, you’ll have access to our fully stocked kitchen with a diverse supply of snacks and beverages
Note: We’re continuously re-evaluating these to offer the best for our Aeranauts, so these are subject to change for the better
At Aera, our purpose is to  enable a sustainable, efficient, and intelligent world with Cognitive Automation. Our Cognitive Operating System is increasingly used by the world's largest companies to fundamentally transform their organizations and how work is done.
 
If you share our passion for fundamentally transforming how people work — from people working machines, to machines working, guided by people.,, you’ve met your match. Headquartered in Mountain View, California, we're growing fast, with teams in Mountain View and San Francisco (California), Bucharest and Cluj-Napoca (Romania), Paris (France), Munich (Germany), London (UK), Pune and Bangalore (India), Sydney (Australia) and Singapore.  So join us, and let’s build the future of work together!