Senior Technical Support Engineer

Summary

Join Perforce Software as a Senior Technical Support Engineer and become part of a collaborative, globally distributed, fully remote team. You will leverage your expertise in LAMP stack web applications to handle technical support issues, troubleshoot problems, and resolve customer concerns according to service level agreements. Collaborate closely with the engineering team to address issues requiring code changes or new features. Manage customer requests through the support portal, communicate effectively with customers and field operations, and ensure successful implementation and usage of Zend products. This role requires senior-level experience with Linux operating systems, web servers, and general desktop software, along with excellent troubleshooting and diagnostic skills. You will be a front-line contact for customers, requiring strong written and verbal communication skills and a positive attitude.

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.)

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

Preferred Qualifications

• 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