Technical Support Engineering Lead
Mexico City, MexicoFull-TimeLeadSupport / Customer Success
Responsibilities
- 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 and perform root cause analysis
- Communicate with customers on the status of issues and project items and be responsible for the ticket life cycle
- Responsible for respecting the defined SLAs 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
About You
- 7+ years of professional experience with a Bachelor’s degree in a technical field or equivalent
- Hands-on experience in SQL, Complex DB queries, DB performance analysis, and optimization.
- Log analysis and performance troubleshooting in Unix
- Experience with SSO, REST API
- Expertise in Business Intelligence software: ETL, data-warehouse concepts
- Knowledge or Experience with Application servers
- On and offshore coordination and communication
- Very eager to dig into technical support issues to figure out the root cause so the issue will not recur
- Customer-focused with excellent communication skills.
- Bring a positive, collaborative, team-oriented attitude to the office and your customers every day!
Nice to Have
- Experience working in a start-up software company is a strong advantage
- SAP techno-functional experience will give you a large advantage working with our large enterprise customers
- Knowledge of the following tools is preferred: ZenDesk, JIRA, Confluence, GitHub (or similar), Google Suite
- Experience with BI tools and Python
