Technical Support Analyst

Mountain View, CA, USA
Engineering
Full-time

Do you want to shape the future of enterprise software?
 
At​ ​Aera,​ ​we're​ ​on​ ​a​ ​mission​ ​to​ ​solve​ ​the​ ​biggest,​ ​most​ ​intractable​ ​challenges​ ​of​ ​enterprise software.​ ​We​ ​envision​ ​the​ ​rise​ ​of​ ​the​ ​Self-Driving​ ​Enterprise:​ ​a​ ​more​ ​autonomously​ ​functioning business​ ​with​ ​a​ ​central​ ​operating​ ​system​ ​that​ ​connects​ ​and​ ​orchestrates​ ​business​ ​operations. Our​ ​platform​ ​is​ ​increasingly​ ​used​ ​by​ ​the​ ​world's​ ​largest​ ​companies​ ​to​ ​identify​ ​and​ ​respond​ ​to market​ ​opportunities​ ​faster.
 
Aera​ ​is​ ​seeking a Technical Support Analyst in our Mountain View, CA headquarters. The​ ​Technical Support Analyst​ ​will​ ​be​ ​a​ ​member​ ​of​ ​the​ ​team​ ​that​ ​helps​ ​customers​ ​solve​ ​technical​ ​issues for our cloud-based analytics application. The role calls for ​a​ ​team​ ​player, ​​self-learner, ​​and​ ​enthusiastic​ ​person​. This​ ​customer-facing​ ​position​ ​requires​ ​strong​ ​communication​ ​skills, ​​troubleshooting and​ ​excellent​ ​problem-solving​ ​skills. 

Responsibilities

    • Quickly​ ​learn​ ​the​ ​functional​ ​aspects​ ​of​ ​the​ ​Aera​ ​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.
    • Track​ ​and​ ​resolve​ ​support​ ​issues​ ​logged​ ​by​ ​customers​ ​and​ ​project​ ​team​ ​members.
    • Test​ ​product​ ​and​ ​implementation​ ​features​ ​and​ ​document​ ​results.
    • Communicate​ ​with​ ​customers​ ​on​ ​the​ ​status​ ​of​ ​issues​ ​and​ ​project​ ​items.
    • Develop​ ​new​ ​features​ ​and​ ​components​ ​in​ ​our​ ​existing​ ​web​ ​application.
    • Collaborate​ ​with​ ​the​ ​application​ ​developers​ ​who​ ​create​ ​the​ ​scripts​ ​to​ ​correct​ ​the​ ​problem permanently.
    • Exude​ ​a​ ​passion​ ​for​ ​technology​ ​and​ ​the​ ​cutting-edge​ ​solutions​ ​that​ ​Aera​ ​offers.
    • Bring​ ​a​ ​positive, collaborative, ​team-oriented​ ​attitude​ ​to​ ​the​ ​office​ ​and​ ​your​ ​customers every​ ​day! 

About You

    • Strong​ ​problem​ ​solving​ ​and​ ​troubleshooting​ ​skills​ ​with​ ​knowledge​ ​of​ ​support processes.
    • Self-learner​ ​and​ ​eager​ ​to​ ​learn​ ​new​ ​software​ ​tools/technologies.
    • Excellent​ ​communication​ ​(both verbal​ ​and​ ​written) ​skills.
    • Log​ ​analysis​ ​and​ ​performance​ ​troubleshooting.
    • Experience​ ​with​ ​SQL​, ​DB​ ​performance​ ​analysis and​ ​optimization, Unix.
    • Knowledge​ ​or​ ​experience​ ​with​ ​application​ ​servers.
    • Knowledge​ ​of​ ​the​ ​following​ ​tools​ ​is​ ​preferred: ​Zendesk, ​​JIRA, ​Confluence.
    • Experience​ ​with​ ​Java/J2EE​ ​coding​ ​and​ ​development​ ​is​ ​a​ ​plus. 

At Aera, we're on a mission to solve the biggest, most intractable challenges of enterprise software. We envision the rise of the Self-Driving Enterprise: a more autonomously functioning business with a central operating system that connects and orchestrates business operations. Our platform is increasingly used by the world's largest companies to identify and respond to market opportunities faster.
 
If you share our passion for building the next generation of enterprise software and implementing it for the most sophisticated customers in the world, 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 (India), and Sydney (Australia). So join us, and let’s build this!
 
Aera Technology is an Equal Employment 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.