Job Description

Role: Technical Support Engineer (Helix QAC, Klocwork & JRebel)

Location: Ottawa, Canada (hybrid; two-days per week onsite at Ottawa office, three-days remote)

Perforce develops DevOps tools that improve software quality and security as well as team productivity for several of the world\'s leading companies, such as PIXAR, CD Projekt Red, NASA, Verizon, Honda, NVIDIA, and Johns Hopkins.

Position Summary:

Perforce is seeking a Technical Support Engineer to join our Global Support Team, liaising with members from Sales, Sales Engineering, and Development to assist in resolving a wide variety of customer issues. You would be responsible for ensuring the success of our customers by effectively providing dependable and timely resolution to Perforce\'s Helix QAC, Klocwork and JRebel products.

Helix QAC is the best static code analyzer for functional safety and standards compliance.

Klocwork is the best static code analyzer for developer productivity, SAST, and DevOps/DevSecOps. JRebel helps Java developers be more productive by viewing code changes in real time. By skipping the time-consuming build and redeploy steps.
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.
• Provide customer driven feedback to functional areas in order to influence process/product improvements.
• Author technical documents on common issues and solutions in order to build the knowledge base.
• Positive attitude - Support engineers are required to be respectful, fair, gracious, and knowledgeable.
• Create and set up test environments to reproduce and resolve customer issues
• Recreate customer environments to reproduce issues and experiment with possible solutions

Requirements:

• Bachelor\'s Degree in Computer Science or similar
• A minimum of 1 year hands-on experience with at least one of the following C/C++, C# and Java
• Knowledge and use of the application of software tools
• Working knowledge of Unix or Linux (ability to install programs in O/S and use)
• 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
• Good attention to detail
• Desire to experiment and explore while seeking solutions to complex problems
• Strong debugging skills

If you are passionate about the technology that impacts our day-to-day lives and want to work with people as talented and dedicated as yourself, apply today!

We are unable to provide assistance in obtaining Canada Permanent Residency, therefore - if you are on a post-grad work visa and will be looking to obtain PR in the future; we will not be able to consider you.

Perforce is an equal opportunity employer. We value diversity and celebrate its strengths.

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Perforce