Technical Support Engineer (TSE)
About The Position
As a member of the Aeries Support Department, the Technical Support Engineer will work closely with the Aeries Support Analysts, Leads, and Escalation Specialists. They will put their best foot forward and represent Aeries by providing world-class database support to district employees who use it. Primary duties for the role involve ownership and resolution of escalated support tickets. Individuals in this role will be familiar with multiple department processes and procedures, KPIs (Key Performance Indicators), and SLAs (Service Level Agreements) which include, but are not limited to, ticket response times, ticket volume, and resolution time. They will attend regular stand-ups as well as 1:1s with a lead on their ticket volume, workload, communication with colleagues and customers, and provide input on their performance. They will be part of a team that ensures all issues/items/events that require immediate attention are raised to the department leadership for appropriate action.
Requirements
- Knowledge and experience in the functionality and administration of Aeries or other SIS software; knowledge of Aeries end-user experience and database structure preferred.
- Understanding of the mandatory state data reporting requirements in CA and/or TX
- Strong customer-facing communication skills (listening, written, verbal, non-verbal)
- Strong troubleshooting skills with the ability to identify, analyze, and resolve technical issues efficiently
- Experience with and an expert understanding of T-SQL scripting
- Comfortable with automating data management processes
- Demonstrated experience in software support, preferably in a school district environment or SaaS company
- Knowledge of database design principles
- Knowledge of IT security best practices
- Experience in support ticket management systems such as Freshdesk
- Experience in incident management (ex. outage procedures)
- Basic understanding of API integration
- Microsoft Office experience expected
- Strong documentation skills
- Ability to evaluate and refine AI-generated outputs before customer delivery
Nice To Haves
- School district experience preferred
- Experience working in AI augmented support environments or leveraging AI tools
Responsibilities
- Supports operation of the district student information systems which includes troubleshooting and problem-solving of issues directly pertaining to student data and the database acting as an escalation point for Aeries Support Analysts
- Thoroughly document all actions, troubleshooting steps, and information on tickets using Freshdesk
- Provide in-depth knowledge and expertise in all aspects of school districts’ database(s)
- Assist customers in the management and maintenance of Aeries to ensure data integrity
- Ensure data confidentiality
- Participate in company-mandated training and retraining programs
- Determine the source of database problems and identify resolutions
- Work with fellow team members within and outside of the Support Department on complex issues that require collaboration to reach resolution or escalation
- Participate in the development and decision-making process of the next generation of Aeries
- Occasionally participate in conference presentations as moderator or presenter
- Actively engage as a member of a team dedicated to continually meeting all Support Department KPIs and SLAs
- May be assigned additional tasks/projects that are outside of your main scope of responsibilities
- Leverage AI enabled support tools to accelerate issue resolution while maintaining technical accuracy and customer satisfaction
- Contribute high quality, structured knowledge that improves AI performance and increases measurable ticket deflection
- Utilize AI to identify automation opportunities that reduce repeat issues, escalation dependency, and overall cost per ticket
- Partner with Support Leadership to continuously improve AI-assisted workflows and scalable service delivery
Benefits
- Generous health insurance coverage (medical, dental, vision) for employees and covered dependents
- Health Savings Account with employer contributions
- 401(k) plan with up to 4% employer match
- Ample PTO with additional paid time off for volunteering, bereavement, and jury duty
- 11 paid holidays with additional closure between Dec 25 – Jan 1
- Educational Reimbursement Program and opportunities for ongoing professional development
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
