Technical Support Analyst

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 a global footprint spanning more than 80 countries and including over 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.

The Senior Manager of Technical Support at Perforce is searching for a Technical Support Analyst to join the team. This position will work closely with the global support team across Perforce's range of products. You will be responsible for providing dependable and timely assistance to our customers. We are looking for an individual who will use their knowledge and skills from previous experience and on-the-job training to conduct root cause analysis and help our customers resolve problems in complex distributed environments.

The ideal candidate is expected to be self-motivated, proactive, and results-orientated. Our engineers are responsible for facilitating frequent and timely customer interactions via email, web portal, phone and video conferences. 

Responsibilities:

• Interact with end users on technical problems through emails and phone calls.
• Work Tier 1 cases on nominated Perforce products, progressing to Tier 2 in time
• Research Knowledge Base articles, bug reports and product documentation to drive resolution of those problems, which include Perforce product issues, usage and its use and best practices
• Create and set up test environments to troubleshoot and replicate reported issues
• Maintain a positive attitude – Support engineers are required to be respectful, fair, gracious and knowledgeable
• Collaborate with Perforce colleagues in the global team

Requirements:

• BA/BS degree or equivalent practical experience
• Minimum of 1-3 years of experience supporting enterprise application software or systems administration support experience
• Ability to work with minimal direction, pick up new concepts and technologies quickly
• Minimum of 1-3 years of experience troubleshooting on Windows and Linux platforms
• Familiarity with Software Development Lifecycle tools and processes
• Experience with Salesforce and Jira is desirable
• Understanding of networks and networking protocols
• Experience with virtualization and containerization is desirable
• Understanding DevOps and automation concepts is desirable
• Fast and creative thinker, quick on their feet to respond quickly to complex problems
• Good communication skills and strong customer service orientation.
• The role is based in the Perforce office in central Pune (hybrid approach - 3 days a week)
• Experience working with a geographically dispersed virtual team. Working hours are to be defined based on business requirements, no travel is required

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

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.