Developer Support Engineer (Night Shift)

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