[Hiring] Support Operations Specialist @Aera Technology

Role Description

As a Support Operations Specialist, you have in-depth knowledge of our discipline. You are the go-to person for moderate-to-complex problems, resolving them using your experience and product expertise. You actively contribute to process improvements and provide informal guidance to junior staff. You operate with minimal guidance and occasionally act as an escalation point.

• Advanced Troubleshooting: Own and resolve the moderate-to-complex customer issues, including performance problems, data corruption, and advanced API/integration failures.
• Mentorship: Provide informal guidance, ticket reviews, and shadow sessions for junior staff to help build their technical skills.
• Process Improvement: Identify and help implement support process improvements (e.g., new macros, streamlined escalation paths, new reporting).
• Cross-Functional Liaison: Collaborate directly with Engineering, Product, and Customer Success teams on bug prioritization and customer communication strategies for escalated issues.
• Incident Management: Lead technical troubleshooting on high-priority incident calls with customers.
• Escalation Handling: Act as the first point of technical escalation for Intern & Associate engineers, resolving complex issues without needing to engage Engineering.

Qualifications

• 2-4+ years of experience in technical support, with a proven track record of handling complex issues.
• Advanced expertise in the product's technical stack (e.g., advanced SQL optimization, light scripting, deep API debugging).
• Proven experience in handling customer escalations and de-escalating tense situations.
• Experience in mentoring or informally training junior team members.
• Strong project management skills and the ability to lead initiatives.

Benefits

• Competitive salary and company stock options.
• Comprehensive medical benefits.
• Group Medical Insurance.
• Term Insurance.
• Accidental Insurance.
• Paid time off.
• Maternity leave.
• Unlimited access to online professional courses for both professional and personal development.
• People manager development programs.
• Flexible working environment to ensure a healthy work-life balance.
• Access to a fully-stocked kitchen with a selection of snacks and beverages when working from the office.