JOB TITLE: Technical Support Engineer - Akana
LOCATION: Any North American Roque Wave Office, to include Louisville (Denver Metro), CO, Houston, TX, Framingham, MA (Boston Metro), Rochester, MN, Corvallis, OR (between Portland and Eugene) or Ottawa, Ontario

At Rogue Wave Software, we're a trusted partner to Global 2,000 organizations, powering new opportunities and removing risk from strategic initiatives. Our mission is to simplify the hardest problems, improve software quality and security, and shorten the time it takes to deliver value.

Since 1989, our platforms, tools, components, and support have been used across financial services, technology, healthcare, government, entertainment, and manufacturing, to deliver value and reduce risk. From API management, web and mobile, embeddable analytics, static and dynamic analysis to open source support, we have the software essentials to innovate with confidence. To do that, we need exceptional people on our team.

We are hiring a Technical Support Engineer for our Akana team. Support Engineers deliver effective technical customer support to our rapidly growing customer base, ensuring an exceptional customer success and satisfaction rate.

Position Responsibilities:

• Quickly gain expertise on the designated Rogue Wave technology platforms, API management concepts and customer deployment environments.
• Handle multiple customer cases including problem solving and documentation.
• Apply advanced troubleshooting techniques (debug and diagnose) on critical, highly complex problems that span multiple layers of the technology stack.
• Engage with the engineering and consulting teams to resolve technical issues in a timely manner.
• Clearly and frequently communicate with customers and keep them updated on issue status.
• Maintain and track detailed records for all customer interactions in our internal ticketing system.
• Create best-in-class help content, knowledge-based articles, FAQs, etc. and proactively perform audits for our publicly-facing knowledge management systems and forums.
• Identify and recommend process improvements to deliver the highest level of customer satisfaction.
• Partner cross-functionally with product and solution experts to co-develop reference architecture content.
• Be available (on-call) for high priority customer issues that require immediate attention, as needed.