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Support Operations Specialist (Night Shift)

Aera Technology · Posted Nov 6, 2026

Pune, Maharashtra, India
Full-time · Associate
2–4 years

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The Support Operations Specialist is the go-to person for moderate-to-complex problems, resolving them using experience and product expertise while contributing to process improvements and providing informal guidance to junior staff.

Compensation

competitive salary and company stock options

Responsibilities

Own and resolve the moderate-to-complex customer issues, including performance problems, data corruption, and advanced API/integration failures.
Provide informal guidance, ticket reviews, and shadow sessions for junior staff to help build their technical skills.
Identify and help implement support process improvements (e.g., new macros, streamlined escalation paths, new reporting).
Collaborate directly with Engineering, Product, and Customer Success teams on bug prioritisation and customer communication strategies for escalated issues.
Lead technical troubleshooting on high-priority incident calls with customers.

Requirements

Nice to have: customer escalations
Nice to have: de-escalation
Nice to have: mentoring
Nice to have: project management

Skills

technical support SQL scripting

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