About the role
Responsibities
- 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
- Experience with SQL, REST API, SSO, Unix, Cloud
- 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 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
- Enjoy digging into technical support issues to figure out the root cause so the issue will not recur
Nice to have
- Background in Java programming is a plus
- Understanding of 3 tier application architecture
- Working knowledge of cloud platforms, AWS/Azure is a plus