Technical Support Engineer – US Shift

Perforce Software

. Serve as the first point of contact for customers’ Akana application software technical requests .

Posted 11/12/2026full-timePune • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities with a focus on customer service, problem-solving, and collaboration. Proficient in troubleshooting complex infrastructure issues and advocating for product improvements through effective communication.

Highest-signal resume keywords

Customer Technical Support ExperienceTechnical Knowledge Of Complex InfrastructureMySQL, Oracle, Microsoft SQL, Or MongoDB ExperienceStrong Troubleshooting Experience On Windows And Linux PlatformsHands-On Experience With Shell, Python, Java, Or JavaScript

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportRoot Cause AnalysisDatabase AdministrationNetworking ProtocolsXMLXSLTJSONSOAPRESTAgile Development Principles

Soft Skills

Good Communication SkillsStrong Customer Service OrientationTeam CollaborationProblem-Solving SkillsAbility To Work Under Pressure

Tools & Technologies

SalesforceJiraGit WorkflowsCI/CDWeb AppsAPIs

Certifications & Qualifications

Bachelor's Degree In Computer Science Or Similar

Industry Keywords

Akana SoftwareTechnical DocumentationCustomer InteractionsGeographically Dispersed Virtual TeamWeb-Based Security

Tech Stack

Tools & technologies

JavaJavaScriptLinuxMicroservicesMongoDBMySQLOraclePythonSDLCSOAPSQL

About the role

Key responsibilities & impact

Serve as the first point of contact for customers’ Akana application software technical requests
Review, research, and reproduce customer issues to determine and provide the best resolution
Provide frequent and timely customer interactions through email, web portal, phone, and video conferences
Collaborate with Global Technical Support, Sales, Professional Services, and Engineering
Develop and maintain technical expertise in assigned product functionality
Research, document, and escalate cases according to procedure
Provide customer-driven feedback to influence process and product improvements
Author technical documents on common issues and solutions for the knowledge base
Recreate customer environments to reproduce issues and test viable solutions
Research, understand, and advocate Akana software
Participate in the on-call rotation
Conduct root cause analysis and resolve problems in complex distributed environments

Requirements

What you’ll need

3+ years’ experience providing customer technical support
Bachelor’s Degree in Computer Science or similar or relevant work experience
Good communication skills and strong customer service orientation
Positive attitude; respectful, fair, gracious, and knowledgeable
Team collaboration and desire to improve processes and the product
Strong analytics and problem-solving skills
Ability to work well under pressure and prioritise accordingly
Willingness and ability to work a fixed night shift on a permanent basis
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, or MongoDB experience is very desirable
Familiarity with SDLC, 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 troubleshooting experience on Windows and Linux platforms
Hands-on experience with Shell, Python, Java, or JavaScript
Salesforce and Jira experience is desirable
Experience working with a geographically dispersed virtual team

Benefits

Comp & perks

Employee contributions valued and rewarded well
Security of an established and privately held profitable company
Opportunities to learn and develop a rewarding career
Wellness support
No travel required