Hands-on role responsible for diagnosing, troubleshooting, and resolving complex production issues related to customer decision models, data pipelines, recommendations, and business logic running on the Aera Decision Cloud platform. Cross-functional role working with Customer Success, Product, Engineering, and Modeling teams.

About the Company

Aera Technology is a pioneer in the rapidly growing category of Decision Intelligence Platforms. Recognized as a Leader in the Gartner® Magic Quadrant™ for 2026, Aera provides technology to digitize, augment, and automate decision-making processes using AI and machine learning. Through its AI decision automation platform, Aera Decision Cloud™, the company helps well-known global brands make smarter, faster decisions. Privately held and venture-backed (Series C), Aera has a global team of over 400 Aeranauts, with offices in Mountain View, San Francisco, Bucharest, Cluj-Napoca, Paris, Munich, London, Pune, and Sydney. The Pune office is a key engineering and support hub for the India region.

Role Overview

The Sustaining Engineer – Modeling Support is a hands-on, cross-functional role focused on diagnosing, troubleshooting, and resolving complex production issues related to customer decision models, data pipelines, recommendations, and business logic running on the Aera Decision Cloud platform. You will work closely with Customer Success, Product, Engineering, and Modeling teams to identify root causes, drive resolutions, and improve overall platform reliability. This role requires a combination of strong analytical skills, deep data modeling expertise, and a solid understanding of enterprise business processes. You will become a subject matter expert (SME) for customer implementations and platform modeling capabilities.

Key Responsibilities

• Investigate and resolve complex customer production issues related to decision models, modeling logic, recommendations, data ingestion, and business processes.
• Analyze model execution, recommendation generation, data transformations, and platform behavior to identify root causes.
• Triage and prioritize high-priority customer issues while ensuring timely communication and resolution.
• Work closely with Engineering and Product teams to drive permanent fixes and platform improvements.
• Develop deep expertise in customer implementations and become an SME for specific platform capabilities.
• Perform impact analysis and validate fixes before deployment.
• Create and maintain troubleshooting guides, runbooks, and knowledge base articles.
• Proactively identify recurring issues and recommend improvements to reduce support volume.
• Support root cause analysis (RCA) activities and contribute to continuous improvement initiatives.

Tech Stack

• SQL – Strong proficiency in querying and analyzing large datasets
• Data Pipelines / ETL – Experience troubleshooting data ingestion and transformations
• Python / Java / Scripting – For automation and debugging
• AI-Assisted Tools – Leverage tools like Claude, ChatGPT, Cursor to accelerate troubleshooting and documentation
• Cloud Platforms (e.g., AWS, GCP, Azure) – Experience with cloud-based data warehouses and analytics platforms
• Monitoring & Debugging Tools – Working with logs, distributed systems debugging tools
• Data Modeling – Conceptual, logical, and physical data model design and troubleshooting
• Decision Intelligence / AI/ML – Understanding of optimization, ML concepts is a plus

Preferred Qualifications (Nice to Have)

• Experience with enterprise planning, supply chain, finance, procurement, or operational business processes
• Familiarity with Python, Java, or scripting languages
• Experience with cloud platforms, data warehouses, and analytics tools
• Knowledge of decision intelligence, AI/ML, or optimization concepts

Minimum 4+ years of experience in enterprise application support, data analytics, business intelligence, modeling, or related areas. Strong SQL skills and experience analyzing large datasets. Experience troubleshooting data pipelines, ETL processes, data models, or analytics platforms. Strong analytical and problem-solving skills. Ability to understand business processes and translate technical findings into actionable insights. Experience working with logs, monitoring tools, and debugging distributed systems. Excellent communication and stakeholder management skills. Willingness to learn new technologies and business domains. Leverage AI-assisted engineering tools (e.g., Claude, ChatGPT, Cursor) to accelerate troubleshooting. Preferred: Experience with enterprise planning, supply chain, finance, procurement, or operational business processes. Familiarity with Python, Java, or scripting languages. Experience with cloud platforms, data warehouses, and analytics tools. Knowledge of decision intelligence, AI/ML, or optimization concepts.

At Aera Technology, we strive to support our Aeranauts and their loved ones through different stages of life with a variety of attractive benefits, and great perks. In addition to offering a competitive salary and company stock options, we have other great benefits available. You’ll find comprehensive medical, vision and dental plans, a 401K plan, flexible paid time off, generous parental leave, and much more. We believe in a flexible working environment, to allow our Aeranauts to perform at their best, ensuring a healthy work-life balance. When you’re working from the office, you’ll also have access to a fully-stocked kitchen with a selection of snacks and beverages.