The Role:
You will be responsible for ensuring our clients receive exceptional service, technical assistance, and operational efficiency. Your primary focus will be maintaining a world-class support infrastructure and optimizing operational processes to drive customer satisfaction and business growth.
Responsibilities:
We are seeking a Client Support Engineer to provide technical support to our Support team throughout all phases of engagement with the Akoya Data Access Network. This may include:
- 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.
Qualifications:
Not all applicants will have skills that match a job description exactly. Akoya values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or has not followed a traditional path, do not let that stop you from considering Akoya. We are always looking for people who will bring something new to the table!
- 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.
Preferred Experience/Skills:
- 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.
Company Overview:
Akoya LLC was born out of FMR LLC, the parent of Fidelity Investments. Its success in helping to give consumers more control over their financial data led to Akoya being spun off as an independent and innovative company that will operate a network for the entire financial services industry. During this interim period following the recent spin-off, Fidelity is continuing to support the hiring efforts for Akoya.
Akoya is an equal-opportunity employer.
This remote position is only available to individuals living in Massachusetts, Maryland, New York, North Carolina, and Pennsylvania area. Candidates who do not live within these areas will not be considered for this role.
