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Technical Support Engineer, Components and JRebel
Perforce Software
posted 7d ago
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Flexible timing
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Job Description
Position Summary:
Perforce is seeking a Technical Support Engineer to join our Components and JRebel team, responsible for providing support and services on several products technologies in our suite of offerings. This position will work closely with members from Support, Software Development, and Professional Services to assist in resolving a wide variety of customer issues. You would be responsible for providing dependable and timely assistance to our customers. 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.
JRebel enables Developers to create better applications by skipping rebuilds and redeploys during Java development -- while maintaining application state. This allows developers to see how code changes affect their application in real time.
Responsibilities:
- Interact with end users on technical problems
- Tier 1 and 2 support for JRebel and Components products.
- Create and set up test environments.
- Troubleshoot and replicate issues reported by customers.
- Drive resolution of those problems, which include:
- Technical Issues.
- Questions around the components or tool usage.
- Questions around best practices.
- Research, understand, and advocate Perforce software.
- Research, document and escalate tickets following the team s processes and procedures.
- Drive early resolution of issues.
- Maintain a positive attitude - Support engineers are required to be respectful, fair, gracious and knowledgeable.
- Be a part of the on-call rotation.
- Advocating for the customer (prioritizing cases, bugs and FRs) Translating customer-speak and use cases to Perforce-speak
- Identify customer concerns or requests for improvement and escalate appropriately
Requirements:
- Bachelor s Degree in Computer Science or similar or relevant work experience
- 3+ years of experience in similar field and/or Technical Support experience
- High organization ability: able to work and follow processes by instructions and methods
- Very strong communication (oral and written), interpersonal and presentation skills
- Hands-on experience with Java. Familiarity with C++ would be a plus.
- Experience with Eclipse, Netbeans, or other Java IDEs is desirable
- Familiarity with web-servers like tomcat, GlassFish or WildFly is desirable
- Familiarity with configuration of products
- Familiarity with cloud environments or docker would be a plus
- Knowledge of software development languages, tools, processes, and methodologies
- Knowledge of Linux & Windows operating systems
- Ability to convey empathy when interacting with customers
- Knowledge of the software development pipeline
- Excellent communication skills with at least some customer facing experience
- Excellent problem solving skills
- Experience with Salesforce and Jira is desirable
Employment Type: Full Time, Permanent
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