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