Aera Technology

Support Operations Specialist

Aera Technology

full-time

Posted on:

Location Type: Remote

Location: India

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About the role

  • Act as the primary gatekeeper and incident manager for all open escalations during US hours.
  • Proactively coordinate with internal teams to unblock stalled escalations.
  • Partner with the Support Operations Manager to translate monthly governance reports into actionable tasks for our accounts.
  • Manage the lifecycle of technical documentation by proactively monitoring open tickets.
  • Act as the human-in-the-loop quality check for auto-generated Knowledge Base articles and automated account summaries.
  • Maintain daily, highly detailed action trackers detailing internal blockers, daily interventions, and next-communication plans for every open escalation.
  • Identify and help implement support process improvements.

Requirements

  • 3-5 years of experience in Incident Management, Support Operations, or Technical Project Management within a fast-paced SaaS environment.
  • enough technical understanding (e.g., APIs, databases, log structures, deployment processes) to validate technical articles and confidently collaborate with Engineering on ETAs and workarounds.
  • proven track record of holding technical staff accountable to processes, SLAs, and data integrity standards without formal reporting authority.
  • Advanced proficiency with enterprise ticketing systems (e.g., Jira) and spreadsheet tools for operational tracking.
Benefits
  • comprehensive medical
  • 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
  • fully-stocked kitchen with a selection of snacks and beverages
Applicant Tracking System Keywords

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

Hard Skills & Tools
Incident ManagementSupport OperationsTechnical Project ManagementAPIsDatabasesLog StructuresDeployment ProcessesData Integrity StandardsSLA Management
Soft Skills
CoordinationCommunicationProblem SolvingProcess ImprovementAccountability