Technical Support Engineer

We’re looking for a Technical Support Engineer Superstar! 

All About Aeries 

Aeries Software is a leading EdTech company offering a comprehensive Student Information System in both California and Texas. With a rich history of innovation and a proven track record of developing software focused on the whole student, Aeries ensures that student data empowers success and never impedes. 

All About the Job 

As a member of the Aeries Support Department, the Technical Support Engineer will work closely with the Aeries Support Analysts, Leads, and Escalation Specialists. They will put their best foot forward and represent Aeries by providing world-class database support to district employees who use it. Primary duties for the role involve ownership and resolution of escalated support tickets. Individuals in this role will be familiar with multiple department processes and procedures, KPIs (Key Performance Indicators), and SLAs (Service Level Agreements) which include, but are not limited to, ticket response times, ticket volume, and resolution time. They will attend regular stand-ups as well as 1:1s with a lead on their ticket volume, workload, communication with colleagues and customers, and provide input on their performance. They will be part of a team that ensures all issues/items/events that require immediate attention are raised to the department leadership for appropriate action. 

Your Mission 

• Supports operation of the district student information systems which includes troubleshooting and problem-solving of issues directly about student data and the database acting as an escalation point for Aeries Support Analysts
• Thoroughly document all actions, troubleshooting steps, and information on tickets using Freshdesk
• Provide in-depth knowledge and expertise in all aspects of school districts’ database(s)
• Assist customers in the management and maintenance of Aeries to ensure data integrity
• Ensure data confidentiality
• Participate in company-mandated training and retraining programs
• Determine the source of database problems and identify resolutions
• Work with fellow team members within and outside of the Support Department on complex issues that require collaboration to reach resolution or escalation
• Participate in the development and decision-making process of the next generation of Aeries
• Occasionally participate in conference presentations as moderator or presenter
• Actively engage as a member of a team dedicated to continually meeting all Support Department KPIs and SLAs
• May be assigned additional tasks/projects that are outside of your main scope of responsibilities

All About You 

Your Superpowers 

• Team player with excellent interpersonal skills
• Problem-solver
• Analytically minded
• Can work productively alone as well as in a team
• Excellent attention to detail
• Willingness to continuously learn as our application and company grows
• Ability to communicate in non-technical terms and interact effectively to provide support at all levels. Able to explain technical concepts to non-technical users
• Ability to identify knowledge base and documentation needs
• Reliable and dependable

Your Experience and Skills 

• Knowledge and experience in the functionality and administration of Aeries or other SIS software; knowledge of Aeries end-user experience and database structure preferred.
• Understanding of the specific aspects of mandatory reporting to assist customers in maintaining data and submitting annual school/district reports. Maintains knowledge of all state reporting requirements
• Understanding of the mandatory state reporting requirements in CA and/or TX
• Excellent Written and telephone customer service
• Strong communication skills (listening, written, verbal, non-verbal)
• Understanding scripts and/or queries to automate data management processes
• Demonstrated experience in software support
• Experience with T-SQL
• Knowledge in database design
• Knowledge of IT best practices
• Experience in support ticket management systems such as Freshdesk
• Experience in incident management (ex. outage procedures)
• Basic understanding of cloud services, preferably AWS
• Basic understanding of API integration
• Microsoft Office experience a plus
• School district experience preferred

Position Details 

Status 

• Full-time
• Hourly, non-exempt

Work Location 

• Our headquarters is in Orange, CA
• Remote work available (CA or TX preferred or in states AZ, FL, MD, MI, MO, NV, OH, OK, OR, UT, WA, WY)

Travel Requirements 

• Minimal travel

Physical Requirements 

• Prolonged periods of sitting or standing at a desk and working on a computer

Compensation 

• $30.00 - $43.00/hour, based on experience and skills
• Bonuses awarded for exceptional performance
• Benefits include:
  • Excellent health benefits available to employees and their eligible dependents
  • 401(k) plan with safe harbor contributions and profit sharing
  • 3 weeks of PTO a year starting and additional paid holiday closure from Dec 25 - Jan 1
  • 11 paid holidays
  • Educational Reimbursement Program
  • Opportunities for ongoing professional development
  • Access to the Company Cabin in the San Bernadino Mountains
  • Company-sponsored in-person and virtual gatherings

Aeries’ Integrity