New job post out of our # # or # # offices

BA/BS degree in # 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 #, #, #, #, # 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 # platforms (Windows 10/2012/2016, #, #, etc.) is a plus.
Familiarity with database administration and troubleshooting is a plus.
#/ #/ #/ # experience very desirable
Familiarity with the software development lifecycle and practices such as # workflows, #, and # is a plus.
Familiarity with scripting & programming languages (shell, #, #, #) is a plus.
Familiarity with cloud and SaaS based platforms as well as Knowledge Management tools is a plus.

Interact with end users on technical problems.
Tier 1 Support for # 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.