Technical Support Engineer, SCA

Perforce Software

Pune City

Hybrid

INR 700,000 - 1,500,000

Full time

14 days+

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Job summary

Perforce Software seeks a Tier 2 Technical Support Engineer experienced in C/C+ for their Global Support Team in Pune, India. Candidates will provide critical support for Klocwork and Helix QAC products, ensuring customer satisfaction through effective problem resolution. Key responsibilities include managing customer queries, technical documentation, and collaboration with other teams, with an emphasis on delivering excellent service in a hybrid working environment.

Qualifications

3-4 years of experience in technical customer support.
1-2 years of hands-on experience with C/C++.
Strong network troubleshooting skills.

Responsibilities

Act as the first point of contact for customer technical requests.
Resolve customer issues efficiently.
Maintain technical expertise in product functionality.

Skills

C/C++

Technical Customer Support

Troubleshooting

Problem-solving

Interpersonal skills

Education

Bachelor's Degree in Computer Science

Tools

Salesforce

Jira

Unix/Linux

Job description

1 week ago Be among the first 25 applicants

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.

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 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: Perforce's 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

Requirements:

Bachelor's 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)

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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