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Position Summary:
Our Senior Technical Support Manager for the Helix Core and Helix IPLM technical support teams at Perforce is searching for a technical support engineer to join the team. We are looking for an individual who will be 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 Helix IPLM and Helix Core Version Control software and its associated products.
Helix IPLM is the best intellectual property lifecycle management software. It is used by nine of the top ten world-class semiconductor companies, at scale. Helix IPLM provides trackability of every aspect of the IP lifecycle including tracking IP usage across an entire IP catalog.
Helix Core is the best version control software (VCS) for world-class development at scale. It securely versions all digital content - even large files - in a single repository. And it scales for large teams, handles 1000s of daily transactions, and delivers files quickly to remote users (even if they are using Git).
Responsibilities:
- Represent Perforce as the first point of contact for customer’s Helix IPLM and Helix Core application software technical requests.
- Actively engage with the team to learn, share ideas, and mentor others as you grow your expertise in the Helix IPLM and Helix Core products
- 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.
- Diagnose and resolve performance issues
- 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.
Requirements:
- Two or more years’ experience providing customer technical support.
- Bachelor's degree in computer science or similar or relevant work experience
- 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 prioritize accordingly
- Knowledge of Linux operating systems
- Basic networking experience
- Basic shell scripting 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!
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Perforce Software is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, family or relationship structure, military service and veteran status, physical or mental disability, genetic information, gender identity, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Perforce Software's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.
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