Developer Support Engineer

Aera Technology is the Decision Intelligence company. We deliver innovation and services that enable enterprises to operate sustainably, intelligently, and efficiently. Our platform, Aera Decision Cloud™, integrates with your existing systems to digitize, augment, and automate decisions in real time. Aera helps enterprises around the world transform decision making – delivering millions of recommendations that have resulted in significant revenue gains and cost savings for some of the world’s best-known brands.

The​ ​ 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.

The applications are open for both our Bucharest and Cluj -Napoca office locations.

Responsibities:

• 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 team 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
• Experience with SQL, REST API, SSO, Unix, Cloud
• 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 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
• Enjoy digging into technical support issues to figure out the root cause so the issue will not recur

Nice to have

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