Technical Support Engineering Lead

Integrate.ai; Ciudad de México; A distancia; MXN 1,303,000 - 1,676,000; Jornada completa

Descripción de la vacante

A decision intelligence company is hiring a Technical Support Engineer in Mexico. The role involves troubleshooting technical issues for cloud-based analytics applications, requiring strong problem-solving and communication skills. Ideal candidates have a technical background and at least 7 years of experience. Benefits include competitive salary, health care options, and professional development opportunities.

Servicios

Competitive salary

Monthly home office reimbursement

Unlimited access to online courses

Flexible working environment

Formación

• 7+ years of professional experience.
• Hands-on experience in SQL and DB optimization.
• Excellent communication skills.

Responsabilidades

• Learn the functional aspects of Aera’s products.
• Work on customer-reported issues.
• Communicate with customers on ticket status.

Conocimientos

SQL

Communication

Problem-solving

Team collaboration

Educación

Bachelor's degree in a technical field

Herramientas

ZenDesk

JIRA

Confluence

Google Suite

Descripción del empleo

Aera Technology is a pioneer in the growing category of Decision Intelligence – 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 Technical Support Engineer will be a key team member who 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 and perform root cause analysis
• Communicate with customers on the status of issues and project items and be responsible for the ticket life cycle
• Responsible for respecting the defined SLAs 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

About You

• 7+ years of professional experience with a Bachelor’s degree in a technical field or equivalent
• Hands-on experience in SQL, Complex DB queries, DB performance analysis, and optimization.
• Log analysis and performance troubleshooting in Unix
• Experience with SSO, REST API
• Expertise in Business Intelligence software: ETL, data-warehouse concepts
• Knowledge or Experience with Application servers
• 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
• Customer-focused with excellent communication skills.
• Bring a positive, collaborative, team-oriented attitude to the office and your customers every day!

Nice to Have

• Experience working in a start-up software company is a strong advantage
• SAP techno-functional experience will give you a large advantage working with our large enterprise customers
• Knowledge of the following tools is preferred: ZenDesk, JIRA, Confluence, GitHub (or similar), Google Suite
• Experience with BI tools and Python

The appropriate candidate for this role will be based in Mexico, Panama or Costa Rica

If you share our passion for building a sustainable, intelligent, and efficient world, you’re in the right place. Established in 2017 and headquartered in Mountain View, California, we're a series C start-up, with teams in Mountain View, San Francisco (California), Bucharest and Cluj-Napoca (Romania), Paris (France), Munich (Germany), London (UK), Pune (India), and Sydney (Australia). So join us, and let’s build this!

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.

Benefits Summary

At Aera Technology, we strive to support our Aeranauts and their loved ones through different stages of life with a variety of attractive benefits, and great perks. In addition to offering a competitive salary and company stock options, we have other great benefits available. You’ll find comprehensive Private Health Care options and well as a monthly home office reimbursement. We offer unlimited access to online professional courses for both professional and personal development, coupled with people manager development programs. We believe in a flexible working environment, to allow our Aeranauts to perform at their best, ensuring a healthy work-life balance.