Technical Support Engineer – Tier 2
Ottawa, CA
4d ago

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 would 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 device, 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
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