Technical Support Engineer-Klocwork Ottawa, Canada Perforce develops DevOps tools that improve software quality and security as well as team productivity for several of the world’s leading companies, such as PIXAR, CD Projekt Red, NASA, Verizon, Honda, NVIDIA, and Johns Hopkins.
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 Perforce's Klocwork software.
Klocwork is one of the most accurate static code analyzers for C, C++, C#, and Java programming languages. It’s a modern, Agile static code analyzer that scales to projects of any size and works effectively within the DevOps cycle.
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
Bachelor’s Degree in CS or similar
Knowledge of C / C++ and Java and experience with PHP / MySQL
Knowledge of use and application of software tools
Knowledge of Unix, Linux, Windows (ability to install programs in O / S and use)
Experience in customer support or customer-facing role
Excellent interpersonal and 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
Ability to work under pressure and prioritize accordingly
Strong attention to detail
Desire to experiment and explore while seeking solutions to complex problems
Strong debugging skills
Basic networking experience a plus
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! Perforce is an equal opportunity employer.
We value diversity and celebrate its strengths.