Customer Support Engineer at Akita Software

Culemborg, Gelderland, Netherlands

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, Customer SupportIndustries

Requirements

Degree in Computer Science or Information Systems
Minimal 3–5 years’ experience in the same role
Preference for at least ITIL V3 certification
Certification in Microsoft & Linux is advantageous
Knowledge and experience with on-premises and (Azure) cloud environments are preferable
Technical skills including: Reading logs and stack traces; Basic understanding of JSON and/or YAML; Basic understanding of PowerShell or CMD scripts; Understanding of browser security; Familiarity with servers, databases, communication protocols, HTML, OS, and environment variables
Ability to explain complex ideas to those with limited IT and systems knowledge
Enjoy supporting people, be empathetic and provide quality service
Ability to multi-task, organize, and prioritize work
Investigation and diagnostic skills
Excellent customer service skills
Exceptional verbal and written communication skills
Knowledge of relevant tools (e.g. Customer Support software) and applicable software programs
Flexible and able to work independently, but also in a team
Fluent in English, Dutch language skills are a plus
Competencies: Communication, Collaboration & Professional Behavior; Clear communicator – Conveys information

Responsibilities

Acquire functional/technical knowledge regarding company product and services
Identify software solutions while supporting a complex proprietary system
Analyze incidents, problems & service requests, propose solutions and help implement them
Troubleshoot various operational issues, including gathering of application logs
Reproduce customer issues to allow compiling a comprehensive problem description for the development team
Be responsible for tickets’ escalation and follow up
Support the roll-out of new software releases
Contribute to improvement of the Customer Support knowledge base by regularly capturing lessons learned in knowledge base articles for internal and external use
Common Customer Support tasks: Signaling of functional and technical incidents and threats in a timely manner; Logging incidents and service requests via ticketing tool; Directing communication by screen sharing sessions, MS-Teams, phone or email with clients when necessary to expedite investigations; Providing accurate customer feedback on regular basis and following up until issue is resolved; Handle support requests within the predetermined SLA’s (Service Level Agreements)

Skills

Troubleshooting

Ticketing System

Application Logs

Incident Analysis

Problem Reproduction

Customer Communication

Technical Documentation

Knowledge Base

Software Rollout

Escalation Management

Akita Software

API observability and service mapping tools

About Akita Software

Akita Software provides tools for API observability and service mapping, helping businesses visualize and manage the interactions between their software services. This allows companies to quickly identify and resolve issues without needing extensive manual documentation. The platform is particularly beneficial for tech professionals like developers and security engineers who maintain complex service ecosystems, especially in environments using microservices architectures. Akita operates on a subscription-based model, where clients pay for continuous monitoring and mapping of their API interactions. This service helps clients catch cross-service issues faster and understand root causes without manual inspection. By simplifying API management and improving service reliability, Akita aims to support tech companies in streamlining their operations.

San Mateo, CaliforniaHeadquarters

2018Year Founded

$4MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1-10Employees

Risks

Postman's acquisition may lead to integration challenges for Akita.

Increased competition from Postman could overshadow Akita's offerings.

Potential talent attrition due to changes post-acquisition.

Differentiation

Akita specializes in API observability and service mapping for complex ecosystems.

The company offers automated service mapping, reducing manual documentation efforts.

Akita's tools help quickly identify and resolve cross-service issues.

Upsides

Growing demand for API observability tools due to microservices adoption.

Increased interest in automated service mapping for improved system reliability.

Rising importance of security in API management boosts Akita's relevance.

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