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Aera Technology

Posted 7 days ago

Open

Technical Support Intern

PuneOn-siteInternship

AI Summary

Technical Support Intern handles frontline triage, ticket management, and information gathering to troubleshoot customer-reported issues and escalate to engineers when needed.

About this role

Aera Technology is a pioneer in the growing category of Decision Intelligence – 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.
We’re looking for passionate recent graduates to join our Technical Support organization. You will monitor, debug and troubleshoot integrations (ETL jobs) for our customers, which are the backbone for Aera’s Cognitive skills. In this role, you will be responsible for troubleshooting customer reported issues, helping internal teams and escalating bugs to Product teams.

Responsibilities

  • Frontline Triage: Act as the first point of contact for new customer-reported issues, accurately categorizing, and prioritizing them based on existing procedures.
  • Ticket Management: Handle a queue of routine or standard problems (e.g., "how-to" questions, password resets, UI-based issues) using step-by-step knowledge base articles and runbooks.
  • Information Gathering: Systematically collect all necessary information (logs, screenshots, replication steps) before resolving a ticket or escalating it to a more senior engineer.
  • Customer Communication: Communicate with customers on ticket status using clear, professional, and template-based language.
  • Learning & Development: Actively participate in all product training, shadow senior engineers, and focus on developing core competencies.

    • About You

  • Bachelor's degree in IT, Computer Science, or a related field, OR equivalent boot camp/certification experience.
  • Conceptual understanding of fundamental technical principles (e.g., what an API is, basic networking, simple SQL queries).
  • A strong customer-first attitude, with a passion for problem-solving and a desire to learn.
  • Excellent written and verbal communication skills.
  • High attention to detail and the ability to follow structured procedures accurately.

    • Skills

    Basic API ConceptsCustomer CommunicationETL DebuggingIssue TriageKB And RunbooksLog AnalysisNetworking FundamentalsObservability BasicsProduct TrainingRemote CollaborationReplication StepsSQLSQL QueriesTicketing SystemsUI-based Issue Troubleshooting

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