**Role:** Akana Technical Support Engineer
**Location:** Minneapolis, MN or Louisville, CO
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 PIXAR, CD Projekt Red, NASA, Verizon, Honda, NVIDIA, and Johns Hopkins.
**Position Summary:**
Do you enjoy helping customers and being part of a global team? The Akana
Technical Support Engineer will be responsible for providing 24x7 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.
**Responsibilities:**
* Interact with end users on technical problems.
* Tier 1 Support for Akana products.
* Create and set up test environments.
* Troubleshoot and replicate issues reported by customers.
* Drive resolution of customer problems which include: Akana software issues, questions around Akana software usage and best practices.
* Research, understand, and advocate Akana software.
* Research, document and escalate tickets following the team's processes and procedures.
* 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 in Computer Science OR a minimum of 1 year of Technical Support experience.
* Excellent written, verbal, and presentation skills.
* Basic understanding of networks, networking protocols and web-based security.
* Hands-on experience with XML, XSLT, JSON, SOAP, REST protocols, web applications and APIs.
* Familiarity with software best practices, Agile development principles, and object-oriented programming principles.
* Strong analytics and problem-solving skills.
* Ability to work in a team.
* Able to work well under pressure and prioritize accordingly.
* Organized, dedicated with attention to detail.
* Prior experience in a technical support role at a high-volume customer support center preferably supporting commercial off the shelf (COTS) software is highly desirable.
* Ability to work with minimal direction, pick up new concepts and technologies quickly are highly desirable.
* Experience working with and troubleshooting on Windows and Linux platforms (Windows 10/2012/2016, RHEL, CentOS, etc.) is a plus.
* Familiarity with database administration and troubleshooting is a plus.
* MySQL/Oracle/Microsoft SQL/MongoDB experience very desirable
* Familiarity with the software development lifecycle and practices such as Git workflows, CI/CD, and microservices is a plus.
* Familiarity with scripting & programming languages (shell, Python, Java, JavaScript) is a plus.
* Familiarity with cloud and SaaS based platforms as well as Knowledge Management tools is a plus.
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.