--- title: 'Support Operations Specialist (Night Shift) at Aera Technology' canonical: 'https://feeny.ai/job/support-operations-specialist-night-shift-aera-technology-pune-dcffxb6kxnbj' type: 'job' last_seen: '2026-11-11' --- # Support Operations Specialist (Night Shift) at Aera Technology - **Company:** Aera Technology - **Location:** Pune, India - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-11-06 - **Last confirmed live:** 2026-11-11 - **Apply:** https://jobs.lever.co/aeratechnology/bb2c7c74-2a8b-4f20-b789-dcba863656aa ## Job description 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. As a Support Operations Specialist, you have in-depth knowledge of our discipline. You are the go-to person for moderate-to-complex problems, resolving them using your experience and product expertise. You actively contribute to process improvements and provide informal guidance to junior staff. You operate with minimal guidance and occasionally act as an escalation point. ## Responsibilities - Advanced Troubleshooting: Own and resolve the moderate-to-complex customer issues, including performance problems, data corruption, and advanced API/integration failures. - Mentorship: Provide informal guidance, ticket reviews, and shadow sessions for junior staff to help build their technical skills. - Process Improvement: Identify and help implement support process improvements (e.g., new macros, streamlined escalation paths, new reporting). - Cross-Functional Liaison: Collaborate directly with Engineering, Product, and Customer Success teams on bug prioritisation and customer communication strategies for escalated issues. - Incident Management: Lead technical troubleshooting on high-priority incident calls with customers. - Escalation Handling: Act as the first point of technical escalation for Intern & Associate engineers, resolving complex issues without needing to engage Engineering ## Nice to have - 2-4+ years of experience in technical support, with a proven track record of handling complex issues. - Advanced expertise in the product's technical stack (e.g., advanced SQL optimisation, light scripting, deep API debugging). - Proven experience in handling customer escalations and de-escalating tense situations. - Experience in mentoring or informally training junior team members. - Strong project management skills and the ability to lead initiatives. If you share our passion for building a sustainable, intelligent, and efficient world, you’re in the right place. Established in 2017 and headquartered in Mountain View, California, we're a series D start-up, with teams in Mountain View, San Francisco (California), Bucharest and Cluj-Napoca (Romania), Paris (France), Munich (Germany), London (UK), Pune (India), and Sydney (Australia).  So join us, and let’s build this! Aera Technology is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. ## Benefits Summary At Aera Technology, we strive to support our Aeranauts and their loved ones through different stages of life with a variety of attractive benefits, and great perks. In addition to offering a competitive salary and company stock options, we have other great benefits available. You’ll find comprehensive medical, Group Medical Insurance, Term Insurance, Accidental Insurance, paid time off, Maternity leave, and much more. We offer unlimited access to online professional courses for both professional and personal development, coupled with people manager development programs. We believe in a flexible working environment, to allow our Aeranauts to perform at their best, ensuring a healthy work-life balance. When you’re working from the office, you’ll also have access to a fully-stocked kitchen with a selection of snacks and beverages. ## About Aera Technology ## Company Overview - **One-liner**: Aera Technology provides an agentic decision intelligence platform that automates and optimizes enterprise decisions in real time using AI. - **Entity Type**: Private (Series B+; total funding $173.7M) - **Headquarters**: Mountain View, California, United States - **Founded**: 2017 - **Founders**: Frederic Laluyaux (Co-Founder, President & CEO) and Shariq Mansoor (Co-Founder & CTO) ## Core Business - Primary industry/industries: Decision Intelligence, Enterprise AI, SaaS - Target customers: Large enterprises (B2B) across supply chain, operations, finance, and other functions - Mission or purpose statement: “To make decision intelligence the operating system of the global enterprise.” ## Products & Services - **[Aera Decision Intelligence Platform]**: A SaaS platform that crawls enterprise systems, augments data, predicts risks and opportunities, recommends actions, executes them autonomously, and learns from outcomes. The platform is marketed as “the first agentic decision intelligence.” ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (private company) - **Key Metric**: Annual Revenue of $30M (source: LinkedIn) and Total Funding of $173.7M (across 8 rounds, latest in 2022) - **Notable Investors/Partners**: Not explicitly listed in the provided search results, but the company has raised from multiple investors (details not given). The leadership team includes experienced operators, and the company has a board of accomplished individuals. - **Growth Signals**: Headcount grew 3.3% YoY to 338 employees; operates in 5 countries (US, Romania, Australia, France, Singapore) with engineering hubs in Pune, India, and London, UK; expanding sales roles in the Americas and Europe. ## Competitive Advantages - First-mover in the “decision intelligence” category, unifying data, analytics, AI, and automation. - Agentic platform that not only recommends but also acts autonomously, learning from every decision. - Strong enterprise focus with end-to-end visibility across operations, enabling faster, more accurate decisions. ## Strategic Focus - Scale the platform globally across enterprise functions (supply chain, operations, finance). - Continue to invest in AI/ML and autonomous decision-making capabilities. - Expand sales and customer success teams, particularly in the Americas and Europe. ## Why Work Here - Culture highlights: Emphasis on innovation, big challenges, integrity, accountability, and global teamwork. Rated 3.7/5 on Glassdoor (187 reviews): Work-Life 3.7, Compensation 3.4, Culture 3.9, Career 3.5. - Remote/hybrid/office policy: Hybrid roles available (e.g., Pune, India) and some fully remote US positions (e.g., Senior Software Engineer – CALC engine). Offices in Mountain View, San Francisco, Paris, Bucharest, Cluj-Napoca, Munich, London, and Pune. - Notable perks: Comprehensive healthcare plans, stock option grants, challenging work, professional growth opportunities. Uses AI tools in hiring with transparency. ## Sources 1. [aeratechnology.com](https://www.aeratechnology.com/) 2. [aeratechnology.com/about-us](https://www.aeratechnology.com/about-us/) 3. [aeratechnology.com/careers](https://www.aeratechnology.com/careers/) 4. 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