Support Operations Specialist (Night Shift) (Fully Remote)

Aera Technology; United States; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Insurance coverage

Paid time off

Maternity leave

Flexible work

Unlimited online courses

Job summary

Aera Technology is a pioneer in Decision Intelligence Platforms. This role focuses on resolving complex customer issues, mentoring junior staff, and partnering with engineering on escalations to improve support processes.

The position emphasizes a hands-on technical background with API debugging and strong SQL skills, in a flexible working environment within the United States.

Qualifications

• 2-4+ years of technical support experience with a proven track record of handling complex issues.
• Advanced expertise in SQL, scripting, and deep API debugging.
• Experience in mentoring and handling customer escalations.

Responsibilities

• Own and resolve moderate-to-complex customer issues, including performance problems and API failures.
• Provide informal mentorship and ticket reviews to junior staff to build their technical skills.
• Identify and implement support process improvements and collaborate with engineering on escalations.

Skills

SQL

Scripting

API debugging

Mentoring

Escalations

Job description

• You own and resolve moderate-to-complex customer issues, including performance problems and API failures.
• You provide informal mentorship and ticket reviews to junior staff to build their technical skills.
• You identify and implement support process improvements and collaborate with engineering on escalations.

Qualifications:

• 2-4+ years of technical support experience with a proven track record of handling complex issues.
• Advanced expertise in SQL, scripting, and deep API debugging.
• Experience in mentoring and handling customer escalations.
• Comprehensive medical, term, and accidental insurance coverage.
• Paid time off, maternity leave, and flexible working environment.
• Unlimited access to online professional courses for development.

Aera Technology is a pioneer in Decision Intelligence Platforms, using AI and machine learning to automate decision-making processes. The company has a global team of over 400 employees and is VC-funded, with a focus on innovation and growth.