{"id":3899713,"url":"https://alion.io/job/aera-technology-support-operations-specialist-night-shift","title":"Support Operations Specialist (Night Shift)","company":{"id":8257,"name":"Aera Technology","domain":"aeratechnology.com","url":"https://alion.io/company/aera-technology","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":53,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Machine Learning","optional":false},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-11-06T20:45:26Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-09T15:32:16Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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.\nPrivately-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.\nAs 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.\nResponsibilities\nAdvanced Troubleshooting: Own and resolve the moderate-to-complex customer issues, including performance problems, data corruption, and advanced API/integration failures.\nMentorship: Provide informal guidance, ticket reviews, and shadow sessions for junior staff to help build their technical skills.\nProcess Improvement: Identify and help implement support process improvements (e.g., new macros, streamlined escalation paths, new reporting).\nCross-Functional Liaison: Collaborate directly with Engineering, Product, and Customer Success teams on bug prioritisation and customer communication strategies for escalated issues.\nIncident Management: Lead technical troubleshooting on high-priority incident calls with customers.\nEscalation Handling: Act as the first point of technical escalation for Intern & Associate engineers, resolving complex issues without needing to engage Engineering\nNice to have\n2-4+ years of experience in technical support, with a proven track record of handling complex issues.\nAdvanced expertise in the product's technical stack (e.g., advanced SQL optimisation, light scripting, deep API debugging).\nProven experience in handling customer escalations and de-escalating tense situations.\nExperience in mentoring or informally training junior team members.\nStrong project management skills and the ability to lead initiatives.","description_format":"text","description_chars":2541,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight","Decision Intelligence","Supply Chain AI"],"lifecycle":[{"event":"open","at":"2026-11-07T00:19:44Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":53,"reasons":["conf:0","win:early","comp:junior,attention"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/aera-technology-support-operations-specialist-night-shift","json_url":"https://alion.io/job/aera-technology-support-operations-specialist-night-shift.json","meta":{"generated_at":"2026-11-09T19:42:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"assistant_verified","counted_by":"address","units_charged":1,"used_today":5470,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8257},"rest":"https://alion.io/mcp/rest/get_company?id=8257"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faera-technology-support-operations-specialist-night-shift"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faera-technology-support-operations-specialist-night-shift"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faera-technology-support-operations-specialist-night-shift"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/aera-technology-support-operations-specialist-night-shift\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faera-technology-support-operations-specialist-night-shift"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3899713}},{"tool":"search_jobs","arguments":{"company":"aeratechnology.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3899713},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}