Aera Technology

Technical Support Engineering Lead

Aera Technology

full-time

Posted on:

Location Type: Remote

Location: Mexico

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

Tech Stack

ETLSQLUnix

About the role

  • 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 and perform root cause analysis
  • Communicate with customers on the status of issues and project items and be responsible for the ticket life cycle
  • Responsible for respecting the defined SLAs 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

Requirements

  • 7+ years of professional experience with a Bachelor’s degree in a technical field or equivalent
  • Hands-on experience in SQL, Complex DB queries, DB performance analysis, and optimization.
  • Log analysis and performance troubleshooting in Unix
  • Experience with SSO, REST API
  • Expertise in Business Intelligence software: ETL, data-warehouse concepts
  • Knowledge or Experience with Application servers
  • 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
  • Customer-focused with excellent communication skills
  • Bring a positive, collaborative, team-oriented attitude to the office and your customers every day!
Benefits
  • Comprehensive Private Health Care options
  • Monthly home office reimbursement
  • Unlimited access to online professional courses
  • Professional and personal development opportunities
  • Flexible working environment for a healthy work-life balance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLComplex DB queriesDB performance analysisDB optimizationLog analysisPerformance troubleshootingUnixSSOREST APIBusiness Intelligence software
Soft Skills
Customer-focusedExcellent communication skillsPositive attitudeCollaborativeTeam-orientedOn and offshore coordinationRoot cause analysisSystematic information gatheringResponsibility for ticket life cycleRespect for SLAs