Senior Technical Support Engineer at Sentry responsible for assisting developers and enhancing software usage. Engaging in real - time support and contributing to community channels.
About the role
- Technical Support Engineer resolving customer software development issues. Collaborating with Sales, Professional Services, and Engineering teams for best resolutions.
Responsibilities
- 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
- Two 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 prioritize accordingly.
Benefits
- health insurance
- retirement plans
- paid time off
- flexible work arrangements
- professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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