Technical Support Engineer SCA

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. 

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 with C/C++ experience 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: Perforces Klocwork & Helix QAC software (https://www.perforce.com/solutions/static-analysis). 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.

Klocwork and Helix QAC are software that analyse 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!

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
  
  
  
  

• Bachelors Degree in Computer Science or related field
• At least 3-4 years of experience in Technical Customer Support
• Minimum 1-2 year of hands-on experience with C/C++
• Experience using Software Tools (Salesforce, Jira)
• Working knowledge of Unix or Linux, including program installation and usage
• Experience in performance tuning and optimization
• Strong network troubleshooting skills
• Excellent interpersonal and customer service skills
• Strong troubleshooting and problem-solving skills, with a desire to experiment and explore solutions to complex problems
• Ability to work in a team environment and contribute ideas and improvements
• Strong written and verbal communication skills
• Ability to prioritize tasks and perform well under pressure
• Organized, detail-oriented, and dedicated to quality work
• The role is based in the Perforce office in central Pune (hybrid approach - 3 days a week)