Remote Technical Support Engineer

Summary

Join Akoya as we transform how financial data is accessed and shared. We are seeking a Client Support Engineer to provide technical support to our Support team throughout all phases of engagement with the Akoya Data Access Network.

Requirements

• Bachelor's degree in a relevant field (e.g., Business Administration, Finance, Computer Science) or equivalent practical experience
• Proactive and customer-oriented mindset with a passion for delivering excellent support and driving customer satisfaction
• Exceptional communication and interpersonal skills with the ability to collaborate effectively across different teams and levels of the organization
• Proficiency in Java with exposure and use of JavaScript (NodeJS), and Python. (Golang Preferred)
• Strong technical troubleshooting and problem-solving skills
• Experience with Restful JSON APIs. You will be responsible for debugging integration issues with Clients
• Must have hands-on experience with Delegated Authorization Frameworks (OAuth, OIDC, SAML) and exposure setting up SSO
• Knowledge of networking concepts (DNS, proxies, firewalls, CDNs, etc.)
• Monitoring tools usage like Datadog, New Relic etc
• Analytical mindset with the ability to leverage data and insights to drive operational improvements and decision-making and the ability to prioritize and manage multiple projects and initiatives simultaneously
• Experience in implementing support tools, ticketing systems, and customer relationship management (CRM) platforms

Responsibilities

• Act as a subject matter expert on Akoya’s developer portal, documentation, data mapping and use cases
• Triage, investigate, and resolve client issues
• Identify and analyze opportunities for new and/or improved processes, data, technology, or documentation
• Analyze internal alerts coming from various monitoring tools – Datadog
• Work closely with product development teams to review the operational readiness of production changes
• Work in a team environment as well as independently resolve issues with minimal supervision
• Provide support for complex issues, partnering with other internal teams or vendors when appropriate
• Maintain documentation of all technology processes and components

Benefits

Remote work