Technical Support Engineer

Job Description :

The Technical Support Engineer (TSA) is responsible for developing and managing a strong pre- sales and post- sales relationship with Perforce customers.

The TSA must understand customer's business challenges and objectives as well as their technical environment, in order to provide technical solutions, demonstration, Proof of concept, Integration and training.

The TSA, is a critical link between sales, sales operations and customers.

The TSA is responsible for overseeing the adoption, optimization, upgrade, and integration of Perforce within customers business infrastructure.

TSAs work closely with a cross- functional team to ensure rapid and accurate resolution of technical challenges.

The TSA is also expected to keep an eye out for new business opportunities for coordinate follow up internally with Sales team.

Success in this role involves using strong product and project management skills, and applying technical expertise to credibly advise Perforce customers in managing their Perforce deployments.

Responsibilities

Maintain effective working relationships with assigned customers.

Collect and maintain useful information regarding customer implementation, technical environment, and business priorities, and share internally as appropriate on behalf of customer.

Own the overall post- sales technical relationship with assigned customers, and be responsible for total customer support experience for those assigned accounts.

Ensure the engagement with each customer is planned and documented and regularly reviewed.

Communicate proactively with accounts regarding product and program information, supportability issues and strategic product plans where appropriate.

Facilitate strategic reviews to align customers business and technical goals with Perforce roadmap.

Qualifications

3+ years experience in technical support and/ or professional services within the high tech industry preferred, thorough knowledge for SDLC.

Experience/ knowledge on Version control tools example: Perforce, Clear case, SVN, CVS, VSS or any other SCM Tools.

Broad technical knowledge of heterogeneous environments used by Enterprise Accounts.

Strong presentation, public speaking, business analytics, and negotiation skills in influencing internal and external stakeholders at all levels.

Exemplary communicator with excellent written and oral business communication skills.

Ability to summarize a situation clearly for executives within Perforce or customer organization, and confident in delivering presentations to a senior audience.

Superior organizational and planning skills, demonstrated ability to work under tight deadlines and prioritize several complex projects simultaneously.

Superb hands- on technical analysis and troubleshooting skills, ranging from application debugging to system performance optimization.

Demonstrated skills in escalation management and conflict resolution.

Must be a team player, flexible self- starter, and have a strong can- do attitude. Able to anticipate the unexpected to succeed in unpredictable situations and resolve complex issues.

Skills

Exposure to any of the SCM tools like Clear case, Perforce, PVCS, CVS etc.

Experience as software configuration team member.

Good knowledge of System administrator fundamentals in Windows, UNIX or Linux etc.

Good knowledge of scripting languages like Shell scripts, Perl scripts & thorough understanding of Build environment

Exposure to automation process and release management and experience in multi- site environment is preferred.

Experience with Perforce and software release engineering

Experience as a network administrator (or equivalent) in a Windows or Unix environment