Sr. Technical Support Engineer (Night Shift)

Aera Technology is the Decision Intelligence company. We deliver innovation and services that enable enterprises to operate sustainably, intelligently, and efficiently. Our platform, Aera Decision Cloud™, integrates with your existing systems to digitize, augment, and automate decisions in real time. Aera helps enterprises around the world transform decision making – delivering millions of recommendations that have resulted in significant revenue gains and cost savings for some of the world’s best-known brands.

As a Senior Technical Support Engineer, you are a technical leader with extensive knowledge. You use best practices and a deep understanding of business issues to improve our product and processes. You are tasked with solving the most complex problems—those where precedent may not even exist. You often lead small project teams, formally train junior staff, and work independently as a key technical authority for the organization. You are a key escalation point.

Responsibilities

• Novel Problem Resolution: Investigate and resolve novel, ambiguous, and system-wide issues that have no existing solution (e.g., multi-tenant platform bugs, obscure performance degradation, complex integration failures).
• Cross-Functional Leadership: Lead cross-functional “tiger teams” (involving Support, Engineering, PSE, SRE) to resolve critical, high-impact customer incidents.
• Formal Training: Design, document, and deliver formal technical training programs and certification materials for the entire global support team.
• Proactive Analysis: Proactively analyze product architecture and support data to identify and advocate for long-term solutions, preventing entire classes of problems.
• Liaison to Engineering: Represent the entire support organization in product roadmap, architectural review, acting as the “voice of the customer” and “voice of support.”
• Identify and submit 3 strategic product/platform improvements based on root cause analysis, with at least 1 being accepted onto the official product roadmap.
• Set the technical standard for the entire support organization - 90%+ of tickets (PBLOGs, CETRIs, PSEs) to be high quality - clear & complete details of analysis, troubleshooting, facts, steps taken so far.
• Ideate, develop, and roll out new diagnostic tools and troubleshooting guides.
• Act as the primary technical lead for 100% of P0 (highest-level) incidents, driving resolution and authoring the official RCA.
• Decrease the average resolution time for P0 incidents by 25%.
• Lead 100% of weekly/bi-weekly/monthly status calls with Customers.
  
  

About You

• 5-7+ years of experience in technical support, DevOps, or software engineering.
• Expert-level knowledge of the product's architecture, database structure, and underlying technologies (e.g., cloud platforms, containerization).
• Experience with code-level debugging (e.g., reading stack traces, writing scripts to test or fix issues).
• Proven ability to lead complex, cross-functional projects from inception to completion.
• Exceptional communication and influence skills, with the ability to present technical concepts to senior leadership.
  
  

If you share our passion for building a sustainable, intelligent, and efficient world, you’re in the right place. Established in 2017 and headquartered in Mountain View, California, we're a series D start-up, with teams in Mountain View, 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 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.

Benefits Summary

At Aera Technology, we strive to support our Aeranauts and their loved ones through different stages of life with a variety of attractive benefits, and great perks. In addition to offering a competitive salary and company stock options, we have other great benefits available. You’ll find comprehensive medical, Group Medical Insurance, Term Insurance, Accidental Insurance, paid time off, Maternity leave, and much more. We offer unlimited access to online professional courses for both professional and personal development, coupled with people manager development programs. We believe in a flexible working environment, to allow our Aeranauts to perform at their best, ensuring a healthy work-life balance. When you’re working from the office, you’ll also have access to a fully-stocked kitchen with a selection of snacks and beverages.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.