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Position Summary:
Senior Manager of Technical Support at Perforce is searching for a Technical Support Engineer to join the team. This position will work closely with Global team 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.
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.
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 through emails and phone calls.
- Tier 1 and 2 support for Akana products
- Create and set up test environments to troubleshoot and replicate reported issues
- Troubleshoot and replicate issues reported by customers
- Drive resolution of those problems, which include :
- Akana software issues
- Questions about Akana software usage
- 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
- Collaborate with Perforce colleagues in the global team
Requirements:
- BA/BS degree or equivalent practical experience
- 3+ 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 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 Good communication skills and strong customer service orientation.
- Fast and creative thinker, quick on their feet to respond quickly to complex problems
- The role is based in the Perforce office in central Pune (hybrid approach - 3 days a week)
- Experience working with a geographically dispersed virtual team.
- Working hours are to be defined based on business requirements, no travel is required
Come work with us! Our team members are valued for their contributions, introduced to new opportunities, and rewarded well. Perforce combines the experience and rewards of a start-up with the security of an established and privately held profitable company.
If you are passionate about the technology that impacts our day-to-day lives and want to work with talented and dedicated people across the globe, apply today!
www.perforce.com
Perforce Software is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, family or relationship structure, military service and veteran status, physical or mental disability, genetic information, gender identity, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Perforce Software's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.
