Technical Support Engineer
4 weeks ago
Perforce is a community of collaborative experts, problem solvers, and possibility seekers who believe work should be both challenging and fun. We are proud to inspire creativity, foster belonging, support collaboration, and encourage wellness. At Perforce, you’ll work with and learn from some of the best and brightest in business. Before you know it, you’ll be in the middle of a rewarding career at a company headed in one direction: upward.
With a global footprint spanning more than 80 countries and including over 75% of the Fortune 100, Perforce Software, Inc. is trusted by the world’s leading brands to deliver solutions for the toughest challenges. The best run DevOps teams in the world choose Perforce.
Position Summary:
Perforce is seeking a Tier 2, Technical Support Engineer to join our Global Support Team. Liaising with members from Sales, Professional Services, and Development to assist in resolving a wide variety of customer issues, you will be responsible for ensuring the success of our customers by effectively providing dependable and timely resolution to two of our Static Code Analysis products: Perforce's Klocwork & Helix QAC software. Klocwork and Helix QAC are software that analyses other people's software for bugs and security issues. Sounds simple but actually it is not. Thousands of customers, including the biggest brands in the mobile devices, automotive, consumer electronics, medical technologies, telecom, and military and aerospace sectors, have made Klocwork and Helix QAC part of their software development process. You have a chance to help them The ideal candidate is expected to be self-motivated, proactive, results-oriented and able to provide a high level of customer satisfaction through the delivery of world-class technical support services.
Responsibilities:
- Represent Perforce as the first point of contact for customer's technical requests.
- Review and research customer issues to determine and provide the best resolution.
- Develop and maintain technical expertise in assigned areas of product functionality and utilize it effectively to help customers.
- Resolve customer issues efficiently and effectively.
- Resolve database and performance issues.
- Research, document, and escalate cases according to procedure.
- Provide customer driven feedback to functional areas in order to influence process/product improvements.
- Author technical documents on common issues and solutions in order to build the knowledge base.
- Positive attitude - Support engineers are required to be respectful, fair, gracious, and knowledgeable.
- Create and set up test environments to reproduce and resolve customer issues.
- Recreate customer environments to reproduce issues and experiment with possible solutions.
Requirements:
- Bachelor's Degree in CS or similar.
- A minimum of 1-year hands-on experience with at least one of the following: C/C++, C#, and Java.
- Knowledge and use of the application of software tools.
- Working knowledge of Unix or Linux (ability to install programs in O/S and use).
- Basic networking experience.
- Experience in customer technical support or customer-facing role.
- Excellent interpersonal skills.
- Outstanding customer service skills.
- Strong analytics and problem-solving skills.
- Ability to work in a team environment and contribute ideas and improvements.
- Excellent written and verbal communication skills.
- Able to work well under pressure and prioritize accordingly.
- Organized and dedicated with good attention to detail.
- Desire to experiment and explore while seeking solutions to complex problems.
- Strong debugging skills.
Come work with us Our team members are valued for their contributions, introduced to new opportunities, and rewarded well. Perforce combines the experience and rewards of a start-up with the security of an established and privately held profitable company.
If you are passionate about the technology that impacts our day-to-day lives and want to work with talented and dedicated people across the globe, apply today
www.perforce.com
Perforce Software is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, family or relationship structure, military service and veteran status, physical or mental disability, genetic information, gender identity, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Perforce Software's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.
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