Support Operations Specialist (Night Shift)

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 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.

Responsibilities

• 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 prioritisation 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

Nice to have

• 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 optimisation, 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.