Hybrid Technical Support Engineer Technical Support Engineer with verification

Role: Technical Support Engineer

Location: Ottawa, ON

Perforce Software powers innovation at an unrivaled scale. Our solutions drive quality, security, compliance, collaboration, and speed across the technology lifecycle. We bring deep domain and vertical expertise to every customer, so nothing stands in the way of success.

Our global footprint spans more than 80 countries and includes over 75% of the Fortune 100. Perforce delivers solutions for even the toughest DevOps challenges and is trusted by the world’s top brands and notable market leaders, such as Adobe, Apple, Bank of America, Electronic Arts, Intuit, Marriott, NASA, Nvidia, Pixar, Qualcomm, Salesforce.com, Samsung, and SAP.

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 https://www.perforce.com/solutions/static-analysis .

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
• Good attention to detail
• Desire to experiment and explore while seeking solutions to complex problems
• Strong debugging skills
  
  

If you are passionate about the technology that impacts our day-to-day lives and want to work with people as talented and dedicated as yourself, apply today!

www.perforce.com

Perforce is an equal opportunity employer. We value diversity and celebrate its strengths.