Support Operations Specialist (Night Shift)
Core
Resolve moderate-to-complex customer issues and lead technical troubleshooting for high-priority incidents using product expertise.
Role type
Senior IC support operations specialist
Builds
Decision Intelligence Platform (Aera Decision Cloud)
Domain
AI/ML decision automation
Deliverable
production ML models
Required skills
advanced troubleshooting, SQL optimization, API debugging, incident management, process improvement, cross-functional collaboration, mentorship
Preferred skills
scripting, customer de-escalation, project management
Technologies
SQL, APIs
Responsibilities
Own and resolve moderate-to-complex customer issues including performance problems and data corruption; Provide informal guidance and ticket reviews for junior staff; Identify and implement support process improvements; Collaborate with Engineering and Product teams on bug prioritization; Lead technical troubleshooting on high-priority incident calls; Act as the first point of technical escalation for junior engineers
Seniority
Senior, hands-on IC
