Technical Support Analyst

Perforce Software powers innovation at an unrivalled scale. Our solutions drive quality, security, compliance, collaboration, and speed across the technology lifecycle. We bring deep domain and vertical expertise to every customer, so nothing stands in the way of success.

Our global footprint spans more than 80 countries and includes over 75% of the Fortune 100. Perforce delivers solutions for even the toughest DevOps challenges and is trusted by the world’s top brands and notable market leaders, such as Adobe, Apple, Bank of America, Electronic Arts, Intuit, Marriott, NASA, Nvidia, Pixar, Qualcomm, Salesforce.com, Samsung, and SAP.

Position Summary:

Ashish Wanjarkhedkar, 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-oriented. Our engineers are responsible for facilitating frequent and timely customer interactions via e-mail, 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