Technical Support Engineer II

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