Technical Support Engineer (P4)

Position Summary:

Join the Global Technical Support Team, collaborating with members from Sales, Professional Services, and Engineering to assist in resolving a wide variety of customers’ software development issues. You will be responsible for ensuring the success of our software development customers by effectively providing dependable and timely resolution to Perforce’s P4 Version Control software and its associated products.

Perforce P4 is the best version control software (VCS) for large-scale world-class development. It securely versions all digital content - even large files - in a single repository. It scales for large teams, handles 1000s of daily transactions, and delivers files quickly to remote users (even if they are using Git).

Responsibilities:

• Represent Perforce as the first point of contact for customer’s P4 application software technical requests
• Actively engage with the team to learn, share ideas, and mentor others as you grow your expertise in the P4 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
• Recreate customer environments to reproduce issues and experiment with viable solutions.
• 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

Requirements:

• Three or more years of experience in providing technical support and resolving customer-related technical issues.
• Bachelor’s Degree in Computer Science or similar or relevant work experience
• Hands-on experience with Linux operating systems, including Linux system administration, configuration, and maintenance
• Knowledge of networking concepts, protocols, and troubleshooting.
• Experience handling customer calls, on-call support, critical incidents, and escalations.
• Emphasis on team collaboration, contributing ideas with the desire to improve processes and the product.
• Strong analytics and problem-solving skills
• Ability to work effectively under pressure, manage multiple priorities, and meet deadlines.

Preferred skills:

• Knowledge of software development languages, tools, processes, and methodologies
• Experience with Perforce P4, Git, or other version control software is desirable
• Hands-on experience with basic shell scripting for task automation and system administration.
• Knowledge of cloud platforms, including Amazon Web Services (AWS), Google Cloud Platform (GCP), and Microsoft Azure.
• Knowledge of Windows operating systems, including basic configuration and troubleshooting.
• Basic understanding and practical familiarity with AI tools and technologies (Level 1 - Basic AI User/Foundation).