Technical Support Specialist
2 days ago
Akoya is seeking a highly skilled Technical Support Specialist to join our team. As a key member of our support infrastructure, you will be responsible for ensuring our clients receive exceptional service and technical assistance.
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.
- 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.
- Strong understanding of financial products, services, and technologies, including familiarity with banking, payments, or investment platforms.
- Knowledge of industry best practices, regulatory requirements, and compliance frameworks relevant to financial services.
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