About the role
Aera Technology is a pioneer in the growing category of Decision Intelligence Platforms and a Leader in the Gartner® Magic Quadrant™ for 2026 – the technology to digitize, augment, and automate decision-making processes with AI and machine learning. Through our AI decision automation platform, Aera Decision Cloud™, we are helping the best-known brands in the world make smarter, faster decisions.
Privately-held and VC-funded, we have a global team of over 400 Aeranauts – and we’re growing. We deliver Decision Intelligence innovation and services that enable enterprises to automate and scale decision-making with accuracy and speed. We continue to be the trusted choice of market leaders for our proven ability to generate value and unlock opportunities that were previously unattainable.
The Developer 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 teams 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, A