Technical Support Engineer (API Management) - US Shift

Position Summary:

We are looking for an individual who will use their knowledge and skills from previous experience and on-the-job training to conduct root cause analysis and help our customers resolve problems in complex distributed environments. The ideal candidate is expected to be self-motivated, proactive, results-oriented and able to provide a high level of customer satisfaction through the delivery of world-class technical support services. Our engineers are responsible for facilitating frequent and timely customer interactions via e-mail, web portal, phone, and video conferences.

Join the Global Technical Support Team, collaborating with members from Sales, Professional Services, and Engineering to assist in resolving a wide variety of customers’ software development issues. You will be responsible for ensuring the success of our software development customers by effectively providing dependable and timely resolution to Perforce’s Akana product.

Akana provides an end-to-end API management solution. Ranked by Forrester as the top vendor and a leader for API security, Akana helps leading organizations take APIs from strategy and design to deployment and optimization.

Responsibilities:

• Represent Perforce as the first point of contact for customer’s Akana application software technical requests.
• Actively engage with the team to learn, share ideas, and mentor others as you grow your expertise in the Akana product.
• Review, research, and reproduce customer issues to determine and provide the best resolution.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize it effectively to help customers.
• Research, document, and escalate cases according to procedure.
• Provide customer-driven feedback to functional areas to influence process/product improvements.
• Author technical documents on common issues and solutions to build the knowledge base.
• Recreate customer environments to reproduce issues and experiment with viable solutions.
• Research, understand, and advocate Akana software
• Be a part of the on-call rotation

Requirements:

• 3+ years’ experience providing customer technical support.
• Bachelor’s Degree in Computer Science or similar or relevant work experience
• Good communication skills and strong customer service orientation.
• Positive attitude - support engineers are required to be respectful, fair, gracious, and knowledgeable.
• Emphasis on team collaboration, contributing ideas with the desire to improve processes and the product.
• Strong analytics and problem-solving skills
• Able to work well under pressure and prioritise accordingly
• Shift Requirement: Candidate must be willing and able to work a fixed night shift on a permanent basis to support global customer and business needs. No travel is required.

Preferred Skills:

• Technical knowledge of complex infrastructure
• In-depth knowledge of networks, networking protocols and web-based security
• Understanding and experience in database administration and troubleshooting
• MySQL/Oracle/Microsoft SQL/MongoDB experience is very desirable
• Familiarity with the SDLC and practices such as Git workflows, CI/CD, and microservices
• Understanding of software best practices and Agile development principles
• Hands-on experience with XML, XSLT, JSON, SOAP, REST protocols, web apps and APIs
• Strong experience in troubleshooting on Windows and Linux platforms
• Hands-on experience with scripting and programming languages (Shell, Python, Java, JavaScript)
• Experience with Salesforce and Jira is desirable
• Fast and creative thinker, quick on their feet to respond quickly to complex problems
• Experience working with a geographically dispersed virtual team.