Senior Technical Support Engineer

Perforce Software, Inc.; Bracknell; Remote; GBP 40,000 - 65,000; Full time

Job summary

Perforce Software is seeking a Senior Technical Support Engineer to join a globally distributed team. This role is essential for troubleshooting and resolving customer technical support issues, primarily focused on the LAMP stack. Candidates should possess strong Linux and AWS experience, along with excellent communication skills to ensure customer satisfaction and effective team collaboration.

Qualifications

• Senior-level experience with Linux operating systems.
• Deep understanding of HTTP protocol and web security.
• Good knowledge of PHP and programming languages like Bash, Python, Java.

Responsibilities

• Create and maintain test bench environments in a cloud.
• Handle multiple customer cases including problem solving.
• Participate in an on-call rotation.

Skills

Troubleshooting

Customer Communication

Problem Solving

Tools

AWS EC2

Apache

Nginx

MySQL

Salesforce

Jira

Microsoft Office 365

Job description

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 aglobal footprint spanning more than 80 countries and includingover 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 Software is seeking a Senior Technical Support Engineer (TSE) to join the Technical Support team. This engineer will work with a globally distributed, fully remote team, using their knowledge and skills from previous experience and from on-the-job training to handle technical support issues related to web applications running our customer’s environments running the LAMP stack.

The TSE will join a team that is responsible for triaging, troubleshooting, and resolving customer issues in accordance with our SLA. This team works closely with our engineering team to resolve issues that require code change to fix defects or add new features.

The TSE will be responsible for handling customer requests via the Perforce support portal, managing daily communications with external customers and field operation teams to provide the technical support required for successful implementation and usage of the Zend line of products.

We expect the TSE to be prepared on day one with senior-level experince with Linux operating systems, web servers, and general desktop software. Our focus is on the LAMP stack, but exposure to Windows Server and IIS is a plus. Excellent troubleshooting and diagnostic skills are essential.

The TSE will be a front-line contact for Perforce Software’s external Zend customers and must possess very good written and verbal English communication skills. The ability to use winning langauge and provide an excellent customer experience is a critical skill for this role. The TSE should be a team player with a positive attitude.

Our employees are those who make it happen. If your skills meet any of the specs below, now is the time to apply to be a part of our passionate team.

Zend is an enterprise PHP development platform that delivers leading tools and services for creating and managing web and mobile applications. It offers real-time debugging and monitoring, plus long-term PHP support.

Responsibilities:

• Create and maintain test bench environments in a cloud environment
• Maintain contact with the engineering team, sales and product management for ongoing customer issues.
• Handle multiple customer cases including problem solving and documentation.
• Perform analysis and problem resolution activities for the ZendPHP and ZendHQ product lines.
• Support successful installations and deployments of Zend products.
• Participate in an on-call rotation

Requirements:

• Experience using the AWS EC2 web console and APIs.
• Deep understanding of HTTP protocol, including web security, and troubleshooting.
• Apache or Nginx web server administration and configuration experience.
• Linux system administration experience (Red Hat, Rocky, Alma, Debian, Ubuntu, et. al.)
• Experience maintaining production RDBMS servers such as MySQL/MariaDB, Postgres, Oracle.
• Ability to work both independently and as part of a cross-functional and geographically dispersed team.
• Ability to successfully handle multiple tasks in a dynamic professional environment while under pressure.
• Experience in working with customers as a Technical Support/Sales Engineer.
• Good knowledge of PHP programming language and popular frameworks.
• Programming background (Bash shell, Python, Java, JavaScript, et. al.)
• Preference will be given to candidates with an understanding of REST API architecture.
• Preference will be given to candidates with Windows Server administration experience.
• Salesforce, Jira, and Microsoft Office 365 toolset experience.

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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