Title: Customer Support Specialist / Application DBA

Department: Customer Support

Location: Hybrid in Chennai, India

About Aria Systems

Aria provides a cloud-based monetization platform for subscription- and usage-based businesses. We eliminate billing bottlenecks and enable companies to rapidly introduce and evolve their offerings, bundles, and promotions.

We are seeking talented, passionate individuals with strong track records and relevant expertise to help us achieve our goals. Aria is a fast-moving company with a dynamic, collaborative culture where you can learn from your peers and make meaningful, visible contributions that benefit our world-class customers and partners.

Department Overview

The Customer Support team is responsible for helping customers successfully use Aria's products and services by providing timely assistance, resolving issues, and ensuring a positive experience.

Position Summary

Reporting to the Customer Support Manager, you will provide functional, technical, and application support for the Aria Subscription Billing platform and its associated third-party integrations. Supporting clients, business partners, and internal teams, you will research and resolve application issues, investigate functional inquiries, and address related trouble tickets with accurate, timely, and comprehensive solutions that drive customer satisfaction, renewals, and referenceability.

You will be engaged throughout the entire customer lifecycle—partnering with Implementation Service Managers, Customer Success Managers, and Sales Engineers to support prospects and newly implementing clients, as well as delivering high-quality, end-to-end service to our production customer base.

This role requires strong verbal and written communication skills, excellent customer service, and proven problem-solving abilities. You must be able to analyze, research, and resolve moderately complex customer inquiries; translate functional requests into system requirements or enhancement requests; understand Agile development and software release processes (including basic code management and migration concepts); and work with relational databases. Knowledge of API processing, inputs, outputs, and structure, along with experience writing SQL queries and scripts, is required. Experience with XML, JavaScript, HTML, and SaaS applications is preferred but not mandatory.

Responsibilities

Research Level 1, 2, and 3 support issues using the Aria UI and Aria database
Diagnose and distinguish between client-side and server-side issues
Troubleshoot problems, determine appropriate actions, test and document solutions, and escalate when necessary
Work directly with clients to develop and validate new functionality
Utilize SQL to query and analyze data
Apply knowledge of API processing and use tools such as SOAP UI and Postman
Provide first-level support via phone, email, and ticketing systems
Deliver high-quality, professional customer service using active listening and effective problem-solving skills
Build and maintain strong client relationships across varying technical skill levels
Respond to customers within stated SLAs and with the appropriate level of urgency
Keep clients informed throughout the issue lifecycle
Create, manage, and maintain accurate tickets for customer requests and issues
Track and document issues using systems such as Microsoft Dynamics and Jira
Capture and document server-side issues thoroughly in ticketing software
Perform other duties and responsibilities as assigned

Required Qualifications

3–5 years of experience in a customer support role
Candidates must be willing to participate in a rotating night and weekend coverage schedule
Strong customer service, communication, and interpersonal skills
Bachelor's degree in Computer Science, Information Systems, or an equivalent combination of education and experience
Excellent written and verbal communication skills
Ability to work effectively both independently and as part of a team
Highly adaptable and comfortable in a dynamic, fast-changing environment

Aria Culture

Aria Systems fosters a flexible, rewarding, and close-knit work environment that encourages innovation and self-direction. As a fast-moving organization, we expect all employees to share a strong sense of urgency, learn and master new technologies quickly, and adapt to rapidly changing priorities. In return, Aria offers competitive salaries and benefits, attractive stock options, and a flexible, informal workplace culture.

Apply for this position directly on our website at https://www.ariasystems.com/careers/.

Please, no phone calls. Principals only; recruiters please do not respond to this ad.