Support Operations Specialist (Night Shift)

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.

Responsibilities:
• Escalation Pipeline Management: Act as the primary gatekeeper and incident manager for all open escalations during US hours. Enforce strict triage SLAs and audit ticketing systems (e.g., Jira) for data integrity, ensuring accurate categorization and bug linkage before processing.
• Resolution Driving & CrossFunctional Coordination: Proactively coordinate with internal teams to unblock stalled escalations. Push for concrete ETAs, enforce strict resolution timelines for high-priority and critical incidents, and manage the customer communication loop.
• Governance & Action Tracking: Partner with the Support Operations Manager to translate monthly governance reports into actionable tasks for our accounts. Create tracking tickets and ensure strict adherence to completion SLAs based on priority.
• Knowledge Base (KB) Quality Assurance: Manage the lifecycle of technical documentation by proactively monitoring open tickets to ensure engineers are logging proper resolution steps and root causes.
• Content Validation: Act as the human-in-the-loop quality check for auto-generated Knowledge Base articles and automated account summaries, identifying gaps and reporting system logic failures to technical owners.
• Operational Reporting: Maintain daily, highly detailed action trackers detailing internal blockers, daily interventions, and next-communication plans for every open escalation, moving beyond standard status reporting.
• Process Improvement: Identify and help implement support process improvements (e.g., new macros, streamlined escalation paths, new reporting).

Nice to have:
• Experience & Background: 3-5 years of experience in Incident Management, Support Operations, or Technical Project Management within a fast-paced SaaS environment.
• Technical Aptitude: While deep coding is not required, you must possess enough technical understanding (e.g., APIs, databases, log structures, deployment processes) to validate technical articles and confidently collaborate with Engineering on ETAs and workarounds.
• Process Enforcement: A proven track record of holding technical staff accountable to processes, SLAs, and data integrity standards without formal reporting authority.
• Tooling Expertise: Advanced proficiency with enterprise ticketing systems (e.g., Jira) and spreadsheet tools for operational tracking.

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.