Support Operations Specialist

Aera Technology is a pioneer in the growing category of Decision Intelligence Platforms and a Leader in the Gartner® 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.

• Experience of Jira workflow and life cycle management.

• Advanced expertise in the product's technical stack (e.g., advanced SQL optimisation, light scripting, deep API debugging, Confluence).

• 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.

• Bring a positive, collaborative, team-oriented attitude to the office and your customers everyday!

If you share our passion for building a sustainable, intelligent, and efficient world, you’re in the right place. Established in 2017 and headquartered in Mountain View, California, we're a series D start-up, with teams in Mountain View, San Francisco (California), Bucharest and Cluj-Napoca (Romania), Paris (France), Munich (Germany), London (UK), Pune (India), and Sydney (Australia). So join us, and let’s build this!

Aera Technology is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Benefits Summary 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, Group Medical Insurance, Term Insurance, Accidental Insurance, paid time off, Maternity leave, and much more. We offer unlimited access to online professional courses for both professional and personal development, coupled with people manager development programs. 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.