Support Operations Specialist
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✨ 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.