Perforce Software Looking for Technical Support Engineer- Akana at Pune, Maharashtra Full Time

Role: Technical Support Engineer, Akana

Location: Pune, India

Perforce develops DevOps tools that improve software quality and security as well as team productivity for several of the world’s leading companies, such as Barclays, Marriott, Intel, Bosch, Daimler Benz, PIXAR, NASA, Verizon, Honda, NVIDIA, Sony, EA Sports and Epic Games.

Position Summary:
Do you enjoy helping customers and being part of a global team? The Akana Technical Support Engineer will be responsible for providing 24×7 break fix support and services on technologies to our Akana customers. This position will work closely with members from Support, Software Development, and Professional Services to assist in resolving a wide variety of customer issues. You would be responsible for providing dependable and timely assistance to our Akana customers. 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.

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:
Interact with end users on technical problems

Tier 1 and 2 support for Akana products

Create and set up test environments

Troubleshoot and replicate issues reported by customers

Drive resolution of those problems, which include

Akana software issues

Questions around Akana software usage

Questions around best practices

Review of the architecture and design where software is implemented

Research, understand, and advocate Akana software

Drive early resolution of issues

Maintain a positive attitude – Support engineers are required to be respectful, fair, gracious and knowledgeable

Be a part of the on-call rotation

Requirements:
BA/BS degree or equivalent practical experience

2+ years of experience supporting enterprise application software, ideally API solutions

Ability to work with minimal direction, pick up new concepts and technologies quickly

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 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 of troubleshooting on Windows and Linux platforms

Hands-on experience with scripting and programming languages (Shell, Python, Java, JavaScript)

Experience with a commercial customer incident tracking such as Salesforce

Experience using a software defect tracking system such as JIRA

Ability to read, write, and speak fluent English

The role is based in the Perforce office in central Pune (office opening in 2022)

Standard working hours will be 2:00pm to 10:00pm Monday – Friday, with flexibility to accommodate communication with remote offices, employees and customers as required

Travel – none

If you are passionate about the technology that impacts our day-to-day lives and want to work with people as talented and dedicated as yourself, apply today!

www.perforce.com

Perforce is an equal opportunity employer. We value diversity and celebrate its strengths.