Technical Support Engineer, SQL

Monterrey, MX

Job Description / Skills Required

Do you want to shape the future of enterprise software? 
 
Aera Technology is the Cognitive Automation company that makes business agility happen. We deliver the first scalable digital platform that integrates with existing systems to make and execute business decisions in real time. In the era of digital acceleration, Aera helps enterprises around the world transform how they respond to the 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.
 
This is a unique opportunity to be one of Aera's first team members in Mexico as we establish and build a team from the ground up!
LOCAL candidates only please, and resumes must be submitted in English.

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 a shift rotation, including periodically working the night shift.
    • 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
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!
 
Aera Technology is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, Aera Technology will consider for employment qualified applicants with arrest and conviction records.
 
Aera Technology respects the privacy of your data.  Please take the time to read our Candidate Privacy Notice, available here.