Support Consultant- Sydney at Akita Software

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Telecommunications, FinanceIndustries

Requirements

Educated to at least Bachelor’s degree
Previous experience in a similar role
Analytical mind-set, problem-solving, process-driven, and quick learner
Self-motivated with ability to work independently
Excellent interpersonal and communication skills
Advantageous: Previous experience supporting enterprise finance software products
Advantageous: Understanding of accounting principles
Advantageous: Experience in Banking, Telco, High-Tech, or Insurance sectors
Advantageous: Business analysis and testing experience
Good understanding of relational databases
Good knowledge of SQL language
Good knowledge of Unix/Linux operating systems and tools
Knowledge of software debugging and profiling tools
Ability to read and understand source code in programming languages like Java/C/C++/C#
Ability to create simple ad-hoc programs or scripts
Availability to cover 8-hour shifts during extended day hours (06:00 – 24:00)
Being on call-out (standby) at night may be required
Occasionally cover on public holidays and weekends may be required (being on call-out rather than office work)

Responsibilities

Providing an advanced level of functional and technical support to Aptitude Software’s customers regarding the company’s product portfolio
Engaging with company’s clients through skillful analysis, effective communication, coordination and cooperation with product management and development teams, in order to timely resolve incidents and requests
Maintaining a high level of client satisfaction
Obtaining detailed and accurate information relating to the business impact of client’s issues, utilizing effective questioning and troubleshooting techniques
Replicating, investigating, and diagnosing issues
Analyzing log files using standard debugging concepts
Working closely with internal Aptitude Software teams on escalated functional and technical issues, and product roadmap changes
Documenting issues for further diagnostic of root cause isolation when needed
Gathering and presenting client insights to teams across Aptitude while adhering to processes that ensure consistent and repeatable results
Liaising with Support management in North America, the UK and Poland

Skills

Key technologies and capabilities for this role

TroubleshootingDebuggingLog AnalysisProblem SolvingAccounting PrinciplesFinancial Software SupportEnterprise SupportClient Communication

Questions & Answers

Common questions about this position

What is the work location for this Support Consultant role?

This information is not specified in the job description.

What are the required technical skills for this position?

The role requires a good understanding of relational databases, good knowledge of SQL language, good knowledge of Unix/Linux operating systems and tools, knowledge of software debugging and profiling tools, and the ability to read and understand source code in languages like Java/C/C++/C#.

What are the key soft skills needed for this role?

The ideal candidate needs an analytical mind-set, problem-solving abilities, a process-driven approach, quick learning, self-motivation with the ability to work independently, and excellent interpersonal and communication skills.

What is the work schedule and availability required?

The role requires covering 8-hour shifts during extended day hours from 06:00 to 24:00, being on call-out at night, and occasionally covering public holidays and weekends on call.

What makes a strong candidate for this Support Consultant position?

A strong candidate will have a Bachelor's degree, previous experience in a similar role, a detectivistic mindset for troubleshooting, and advantageous experience supporting enterprise finance software, understanding accounting principles, or working in Banking, Telco, High-Tech, or Insurance sectors.

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