Technical Support Engineer

Summary

Join Perforce as a Technical Support Engineer for Puppet, solving customer issues by reproducing them in similar environments. You will log bugs and feature requests, participate in ad-hoc teams, and contribute to technical debt prioritization. This customer-focused role requires expertise in systems automation, cloud, infrastructure as code, and efficiency. You will be the first point of contact for technical requests, researching and resolving issues effectively. The position offers a competitive salary and benefits package, including medical, dental, vision, retirement, life insurance, wellness programs, and paid time off.

Requirements

• Bachelor’s Degree in CS or equivalent
• Knowledge and use of the application of software tools
• Basic networking experience
• Experience in customer technical support or customer-facing role
• Excellent interpersonal skills
• Outstanding customer service skills
• Strong analytics and problem-solving skills
• Ability to work in a team environment and contribute ideas and improvements
• Excellent written and verbal communication skills
• Able to work well under pressure and prioritize accordingly
• Organized and dedicated
• Comfortable writing code in object-oriented scripting languages
• A working knowledge of the SDLC and an understanding of continuous integration and delivery
• Experience with CI/CD and automation and other configuration management tools
• Familiar with source control systems such as Git
• Able to read and understand scripting, programming code logic, and complex log file output
• You enjoy and are skilled at troubleshooting and debugging complex technical issues at all levels of an application stack
• Skilled at analysis techniques and procedures, including consulting with customers, to determine if system requirements are met

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
• May be required to support additional products/brands as required
• Able to participate in the on-call rotation

Benefits

• Medical
• Dental
• Vision
• Retirement benefits
• Life insurance
• Wellness programs
• Total time off