Customer Support Tier 2 - EMEA

Who we are
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 round of growth funding, we are looking for ambitious new team members motivated to directly impact our future growth and success as we launch what we consider “Aizon 3.0”. Aizon is helping pharma manufacturers and CDMOs make better decisions in GMP operations.
- What makes us different from other manufacturing platforms? We help operations leaders and engineers avoid endless cycles of chasing data in disparate and heavy-handed systems and rapidly understand how to run their manufacturing processes better.
- We’re solving multiple problems in GMP operations that cost manufacturers millions yearly while accelerating their digital maturity journey. One of our unique capabilities is the ability to operationalize the use of predictive AI models in real-time without a big data science staff.
- We’re backed by both industry and software investor firms like NewVale Capital, Atlantic Bridge, Danaher, Honeywell, CrossLink, and UnCork, with solid industry and technology expertise.
Our mission is to improve global health by optimizing how medicines are manufactured so that pharma and biotech companies can provide patients worldwide with the right medicine at the right time and price.
Join us if you are motivated to directly impact our company's success and growth path forward and, more importantly, by positively contributing to the life science industry and deserving patients worldwide.
The position
The Tier 2 Support Agent at Aizon plays a critical role in delivering advanced technical support, serving as the primary escalation point for Tier 1 agents, and collaborating closely with Engineering, Product, and Quality teams when needed. This role requires deep product knowledge, strong analytical thinking, and the ability to resolve complex technical issues while maintaining Aizon’s white-glove service standards.
The team operates 24x5 including Public Holidays. The ideal candidate brings hands-on experience in SaaS environments, strong debugging skills, and a proactive, customer-focused mindset.
You will work with (but don't need to know about them all):- Typescript: Node.js, React- AWS Lambda- AWS DocumentDB- AWS CloudWatch (logs, metrics, trace)- SSO, SAML
Shift Rotation
The shift runs from 9:00 AM to 6:15 PM (Mon-Thu) and 9:00 AM to 15:00 PM (Fri). 

Responsibilities

• Handle escalated customer inquiries and complex issues from Tier 1, providing advanced troubleshooting and clear solutions.
• Provide in-depth technical assistance to resolve software issues, working with logs, system data, and debugging tools when necessary.
• Ensure that all escalated tickets meet Aizon’s Service Level Agreements (SLAs) and are handled with professionalism and care.
• Take ownership of critical and high-impact incidents, ensuring thorough analysis and resolution.
• Identify recurring or systemic issues and collaborate with Engineering and Product to drive improvements.
• Develop and maintain internal knowledge base articles and runbooks, especially around complex workflows and integrations.
• Mentor Tier 1 agents, providing guidance and training to help them grow in technical proficiency.
• Monitor system alerts and proactively address issues, including coordinating with customers when needed.
• Keep customers informed about ticket progress, outages, and planned maintenance in a clear and timely manner.
• Collaborate cross-functionally to represent customer needs and share insights based on escalated issues.
• Coordinate with customers and internal teams for deployment planning, including release communication and scheduling aligned with SLAs.
• Participate in post-mortems to ensure continuous learning and process refinement.
• Participate in an on-call rotation to provide night shift support when required.

Knowledge and experience

• 3+ years of experience in technical support, with at least 1–2 years in a Tier 2 or advanced troubleshooting role.
• Proven experience diagnosing issues in SaaS applications, cloud environments, or data platforms.
• Familiarity with: TypeScript, Node.js, React; AWS Lambda; AWS DocumentDB; AWS CloudWatch; SSO and SAML.
• Strong understanding of SLAs, ticket escalations, and service impact in regulated or mission-critical environments.
• Experience working in agile, cross-functional teams, with a proactive approach to issue identification and resolution.
• Experience working in regulated industries such as pharmaceuticals or manufacturing is a plus.