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Developer Support EngineerAera Technology · Bucharest

Developer Support Engineer

BucharestHybridFull-time

AI Summary

Helps enterprise customers resolve technical issues with a cloud-based decision intelligence analytics application by investigating problems with cross-functional teams, performing root cause analysis, and managing ticket lifecycles and SLAs.

About this role

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.

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 our Bucharest office location.

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

    • Skills

    Application ServersAWSAzureCloudConfluenceData WarehouseDB Performance OptimizationETLJavaJiraLog AnalysisPerformance TroubleshootingREST APISAPSQLSSOUnixZendesk

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