Support Operations Specialist

✨ What you’ll be working on

We are hiring a Remote Support Operations Specialist (India – Night Shift) to manage escalations, drive resolutions, and improve support processes in a fast-paced SaaS environment.

This is a great opportunity for professionals looking for remote customer support jobs in India, especially those with experience in incident management, SaaS support, and technical operations.

Key Responsibilities

• Manage escalation pipelines and ensure SLA compliance
• Act as incident manager during US hours
• Coordinate with engineering and internal teams for faster resolution
• Track and enforce timelines for high-priority issues
• Maintain accurate ticket data (Jira or similar tools)
• Improve support processes and workflows
• Monitor and enhance knowledge base quality
• Validate technical documentation and automated content
• Maintain detailed operational reports and trackers

Requirements

• 3–5 years in Support Operations / Incident Management / Technical Support
• Experience in SaaS or tech-driven environments
• Strong understanding of APIs, databases, logs, and deployment workflows
• Hands-on experience with tools like Jira
• Strong communication and stakeholder management skills
• Ability to enforce SLAs and manage escalations

Nice to Have

• Technical project management experience
• Experience improving support workflows and automation
• Strong analytical and reporting skills

Benefits

• Competitive salary + stock options
• Medical, term & accidental insurance
• Paid time off & maternity benefits
• Learning & development programs
• Flexible remote work environment
• Work-life balance support

About the Company

Aera Technology is a global Decision Intelligence company helping enterprises automate and optimize decision-making through its Aera Decision Cloud™ platform.