Responsibities:
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 team 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
Experience with SQL, REST API, SSO, Unix, Cloud
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 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
Enjoy digging into technical support issues to figure out the root cause so the issue will not recur
Nice to have
Background in Java programming is a plus
Understanding of 3 tier application architecture
Working knowledge of cloud platforms, AWS/Azure is a plus
