Perforce

Enterprise version control and lifecycle tools

Technical Support Engineer

Customer SupportPosted on Nov 12

Full-timePune, Maharashtra, IndiaNo salary listed

About the Job

Requirements

At least 3 years of experience providing customer technical support.
A bachelor's degree in Computer Science or a similar field, or relevant work experience.
Strong customer service orientation and communication skills.
Ability to collaborate with the team and contribute ideas to improve processes and the product.
Strong analytical and problem-solving skills.
Ability to work under pressure and prioritize accordingly.
Willingness and ability to work a fixed night shift permanently to support global customer and business needs.
Technical knowledge of complex infrastructure.
In-depth knowledge of networks, networking protocols, and web-based security.
Understanding of database administration and troubleshooting.
Familiarity with the software development lifecycle, Git workflows, continuous integration and continuous delivery, and microservices.
Understanding of software best practices and Agile development principles.
Hands-on experience with XML, XSLT, JSON, SOAP, REST protocols, web applications, and APIs.
Strong experience troubleshooting on Windows and Linux platforms.
Hands-on experience with scripting and programming languages including Shell, Python, Java, and JavaScript.
Experience working with a geographically dispersed virtual team.
AI fluency appropriate to the role and level, including responsible use of AI tools, sound judgment, and adherence to company AI governance and security policy standards.

Responsibilities

Serve as the first point of contact for customer technical requests concerning the Akana application software.
Engage with the team to learn, share ideas, and mentor others while developing Akana product expertise.
Review, research, and reproduce customer issues to determine and provide the best resolution.
Develop and maintain technical expertise in assigned product functionality and use it to assist customers.
Research, document, and escalate cases according to procedure.
Provide customer-driven feedback to functional areas to influence process and product improvements.
Author technical documents about common issues and solutions for the knowledge base.
Recreate customer environments to reproduce issues and experiment with viable solutions.
Research, understand, and advocate for Akana software.
Participate in the on-call rotation.
Facilitate frequent and timely customer interactions by email, web portal, phone, and video conference.
Collaborate with Sales, Professional Services, and Engineering to resolve customer software development issues.
Provide dependable and timely resolution to customer issues involving Perforce’s Akana product.

Desired Qualifications

Experience with MySQL, Oracle, Microsoft SQL, or MongoDB.
Experience with Salesforce and Jira.
Ability to respond quickly and creatively to complex problems.

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:

We are looking for an individual who will use their knowledge and skills from previous experience and on-the-job training to conduct root cause analysis and help our customers resolve problems in complex distributed environments. 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. Our engineers are responsible for facilitating frequent and timely customer interactions via e-mail, web portal, phone, and video conferences.

Join the Global Technical Support Team, collaborating with members from Sales, Professional Services, and Engineering to assist in resolving a wide variety of customers’ software development issues. You will be responsible for ensuring the success of our software development customers by effectively providing dependable and timely resolution to Perforce’s Akana product.

Akana provides an end-to-end API management solution. Ranked by Forrester as the top vendor and a leader for API security, Akana helps leading organizations take APIs from strategy and design to deployment and optimization.

Responsibilities:

Represent Perforce as the first point of contact for customer’s Akana application software technical requests.
Actively engage with the team to learn, share ideas, and mentor others as you grow your expertise in the Akana product.
Review, research, and reproduce 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.
Research, document, and escalate cases according to procedure.
Provide customer-driven feedback to functional areas to influence process/product improvements.
Author technical documents on common issues and solutions to build the knowledge base.
Recreate customer environments to reproduce issues and experiment with viable solutions.
Research, understand, and advocate Akana software
Be a part of the on-call rotation

Requirements:

3+ years’ experience providing customer technical support.
Bachelor’s Degree in Computer Science or similar or relevant work experience
Good communication skills and strong customer service orientation.
Positive attitude - support engineers are required to be respectful, fair, gracious, and knowledgeable.
Emphasis on team collaboration, contributing ideas with the desire to improve processes and the product.
Strong analytics and problem-solving skills
Able to work well under pressure and prioritise accordingly
Shift Requirement: Candidate must be willing and able to work a fixed night shift on a permanent basis to support global customer and business needs. No travel is required.

Preferred Skills:

Technical knowledge of complex infrastructure
In-depth knowledge of networks, networking protocols and web-based security
Understanding and experience in database administration and troubleshooting
MySQL/Oracle/Microsoft SQL/MongoDB experience is very desirable
Familiarity with the SDLC and practices such as Git workflows, CI/CD, and microservices
Understanding of software best practices and Agile development principles
Hands-on experience with XML, XSLT, JSON, SOAP, REST protocols, web apps and APIs
Strong experience in troubleshooting on Windows and Linux platforms
Hands-on experience with scripting and programming languages (Shell, Python, Java, JavaScript)
Experience with Salesforce and Jira is desirable
Fast and creative thinker, quick on their feet to respond quickly to complex problems
Experience working with a geographically dispersed virtual team.

All employees are expected to demonstrate AI fluency appropriate to their role and level, including responsible use of AI tools, sound judgment, and adherence to company AI governance and security policy standards.

Come work with us! Our team members are valued for their contributions, introduced to new opportunities, and rewarded well. Perforce combines the experience and rewards of a start-up with the security of an established and privately held profitable company.

If you are passionate about the technology that impacts our day-to-day lives and want to work with talented and dedicated people across the globe, apply today!

www.perforce.com

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About the Company

Perforce

Enterprise version control and lifecycle tools

Perforce provides enterprise-scale software development tools for version control, application lifecycle management, agile planning, and static analysis. These tools store and manage code and digital assets, coordinate work across large teams, and enforce traceability and security from code commits to approvals. Perforce differentiates itself by focusing on governance, security, and traceability for mission-critical environments such as government, semiconductor design, and large game studios, and by unifying multiple disciplines on a single platform. Its goal is to help organizations innovate at scale by delivering auditable, fast development workflows that reduce risk and speed delivery.

Company size: 1,001-5,000
Company stage: Growth Equity (Venture Capital)
Total funding: $30M
Headquarters: Minneapolis, MN
Founded: 1995

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