Aizon is a software-as-a-service provider that transforms manufacturing operations in life science industries using advanced analytics and artificial intelligence. Following our recent Series C funding, we are seeking ambitious team members motivated to impact our growth and success as we launch "Aizon 3.0". Our platform helps pharma manufacturers and CDMOs optimize GMP operations, avoiding data silos and enabling real-time predictive AI models without extensive data science staff. Backed by industry leaders like Danaher and Honeywell, our mission is to improve global health through better medicine manufacturing, ensuring timely and affordable access for patients worldwide.
The PositionThe Tier 2 Support Agent at Aizon plays a crucial role in delivering advanced technical support, acting as the primary escalation point for Tier 1 agents, and collaborating with Engineering, Product, and Quality teams. This role requires deep product knowledge, strong analytical skills, and the ability to resolve complex issues while maintaining high service standards. The team operates 24x5, including Public Holidays. The ideal candidate has hands-on SaaS experience, debugging skills, and a proactive, customer-focused approach.
Technical Environment
TypeScript, Node.Js, React
AWS Lambda, DocumentDB, CloudWatch
SAML, SSO
Shift Details9:
00 AM to 6:
15 PM (Mon-Thu) and 9:
00 AM to 3:
00 PM (Fri)
Responsibilities
Handle escalated customer inquiries, providing advanced troubleshooting and solutions.
Resolve software issues using logs, system data, and debugging tools.
Meet SLAs and handle tickets professionally.
Own critical incidents, analyze and resolve them thoroughly.
Identify systemic issues, collaborate with engineering to improve.
Create and maintain knowledge base articles and runbooks.
Mentor Tier 1 agents, providing guidance and training.
Monitor system alerts and address issues proactively.
Keep customers informed about ticket status and outages.
Coordinate deployment and communicate releases.
Participate in post-mortems and continuous improvement.
Contribute to on-call support when required.
Qualifications
3+ years in technical support, with 1-2 years in Tier 2 roles.
Experience diagnosing SaaS/cloud/data platform issues.
Familiarity with TypeScript, Node.Js, React, AWS Lambda, DocumentDB, CloudWatch, SAML, SSO.
Understanding of SLAs and service impact in regulated environments.
Experience in regulated industries like pharma or manufacturing is a plus.
Skills
Fluent in English, written and spoken.
Strong communication, troubleshooting, and organizational skills.
Detail-oriented, autonomous, and collaborative.
Customer success mindset, open to feedback and growth.
What We Offer
Competitive salary, performance reviews, stock options.
Medical & Dental Insurance.
Training, certifications, and professional development.
Flexible remuneration, language courses, team activities.
Inclusive environment with diverse backgrounds.
We are committed to diversity and equal opportunity. For accommodations, contact us at J-18808-Ljbffr.
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