Senior Technical Support Engineer
Perforce Software
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇦🇺 Australia
Visit company websiteJob Level
Senior
About the role
- Represent Perforce as the first point of contact for customer’s 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 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
- Three 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 prioritise accordingly
Benefits
- Come work with us!
- Team members are valued for their contributions
- Introduced to new opportunities
- Rewarded well
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Helix Coretechnical supportperformance diagnosisissue resolutiontechnical documentationcustomer environment recreationanalyticsproblem-solving
Soft skills
positive attitudeteam collaborationrespectfulnessfairnessgraciousnessknowledgeabilityidea contributionprocess improvementability to work under pressureprioritization
Certifications
Bachelor’s Degree in Computer Science