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based on 12 Reviews

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Technical Support Engineer - IND

Perforce Software

based on 12 Reviews

2-6 years

Pune

1 vacancy

Technical Support Engineer - IND

Perforce Software

posted 3mon ago

Flexible timing

Key skills for the job

+ 3 more

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: Perforces 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:

Bachelors Degree in Computer Science or related field
At least 3 years of experience in technical customer support
Minimum 1 year of hands-on experience with one or more of the following: C/C++, C#, or Java
Experience using software tools
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