As a Developer Support Engineer at Aera Technology, you will be the key technical point of contact for customers, troubleshooting issues on our cloud-based Decision Intelligence platform. This role blends technical problem-solving with customer communication, ideal for someone with QA or development experience looking to move into a client-facing position.

About the Company

Aera Technology is a pioneer in the growing category of Decision Intelligence Platforms and is recognized as a Leader in the Gartner Magic Quadrant for 2026. The company provides an AI decision automation platform, Aera Decision Cloud, that helps renowned global brands digitize, augment, and automate decision-making processes. Privately held and VC-funded, Aera has a global team of over 400 Aeranauts and continues to scale. Established in 2017 with headquarters in Mountain View, California, the company has offices in San Francisco, Bucharest, Cluj-Napoca, Paris, Munich, London, Pune (India), and Sydney.

Role Overview

As a Developer Support Engineer, you will be a key member of the support team, helping customers resolve technical issues related to Aera's cloud-based analytics application. This customer-facing position requires strong communication skills, troubleshooting ability, and excellent problem-solving. The role is ideal for someone with a QA or development background who wants to step into a customer-facing opportunity. You will work closely with cross-functional teams including QA, App Development, Engineering, and Product Management to resolve issues efficiently.

Key Responsibilities

• Quickly learn the functional aspects of Aera's product line
• Work on customer-reported issues by interacting with various teams (QA, App Development, Engineering, Product Management)
• Gather information systematically and perform root cause analysis efficiently
• Communicate with customers on the status of issues and project items, managing the entire ticket lifecycle
• Respect defined SLAs for each customer
• Develop knowledge base articles for internal teams and external partners
• Participate in shift rotations
• Bring a positive, collaborative, team-oriented attitude every day

Tech Stack

• Operating Systems: Unix/Linux
• Databases: SQL, performance analysis and optimization
• APIs: REST API, SSO
• Tools: ZenDesk, JIRA, Confluence, BitBucket (or similar version control)
• Business Intelligence: ETL, data warehouse concepts
• Application Servers: knowledge required
• Cloud Platforms: working knowledge preferred (AWS, GCP, Azure)
• Programming: Java (plus)
• Architecture: 3-tier application architecture understanding

About You

• 2 to 4 years of professional experience with a Bachelor's degree in a technical field or equivalent
• Log analysis and performance troubleshooting in Unix
• Experience with SSO and REST API
• Good knowledge of SQL, DB performance analysis and optimization
• Knowledge or experience with Application servers
• Preferred tools: 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 root cause to prevent recurrence
• Positive, collaborative, team-oriented attitude

Nice to Have

• Background in Java programming
• Understanding of 3-tier application architecture
• Working knowledge of cloud platforms (e.g., AWS, GCP, Azure)

Benefits Summary

At Aera Technology, we offer a competitive salary and company stock options. Other benefits include:

• Comprehensive medical insurance
• Group Medical Insurance, Term Insurance, Accidental Insurance
• Paid time off and Maternity leave
• Unlimited access to online professional courses for professional and personal development
• People manager development programs
• Flexible working environment to ensure a healthy work-life balance
• Fully stocked kitchen with snacks and beverages when working from the office

We may use AI tools to support parts of the hiring process, but final decisions are made by humans.