Developer Support Engineer

Aera Technology is a pioneer in the growing category of Decision Intelligence Platforms and a Leader in theGartner® Magic Quadrant™ for 2026 - the technology to digitize, augment, and automate decision-making processes with AI and machine learning. Through our AI decision automation platform, Aera Decision Cloud™, we are helping the best-known brands in the world make smarter, faster decisions.

Privately-held and VC-funded, we have a global team of over 400 Aeranauts - and we’re growing. We deliver Decision Intelligence innovation and services that enable enterprises to automate and scale decision-making with accuracy and speed. We continue to be the trusted choice of market leaders for our proven ability to generate value and unlock opportunities that were previously unattainable.

As a Developer Support Engineer will be a key team member that helps customers solve technical issues for our cloud-based analytics application. This customer-facing position requires strong communication skills, troubleshooting, and excellent problem-solving skills. This role could be ideal for someone with a QA or development background who would like to step into a customer-facing opportunity.

Responsibilities

• 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 teams 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 in Unix
• Experience with SSO, REST API
• 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, BitBucket ( 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
• Very eager to dig into technical support issues to figure out the root cause so the issue will not recur
• Bring a positive, collaborative, team-oriented attitude to the office and your customers everyday!

Nice to have

• Background in Java programming is a plus
• Understanding of 3 tier application architecture
• Working knowledge of cloud platforms, A