Technical Support Engineer II

Perforce is a community of collaborative experts, problem solvers, and possibility seekers who believe work should be both challenging and fun. We are proud to inspire creativity, foster belonging, support collaboration, and encourage wellness. At Perforce, you’ll work with and learn from some of the best and brightest in business. Before you know it, you’ll be in the middle of a rewarding career at a company headed in one direction: upward. With a global footprint spanning more than 80 countries and including over 75% of the Fortune 100, Perforce Software, Inc. is trusted by the world’s leading brands to deliver solutions for the toughest challenges. The best run DevOps teams in the world choose Perforce. Position Summary: Chris Webster, Technical Support Manager for the Puppet team at Perforce is searching for a Technical Support Engineer to join the team.We are looking for a Technical Support Engineer to join our team! The ideal Engineer is a blend of DevOps, System Admin, and Support Engineer. It's a tremendous opportunity to be on the leading edge of automation trends and to see how companies in every industry approach automation and utilize our products.As part of the team, you will work with our customers to solve system, application, and infrastructure problems and provide solutions that help our customers deliver software faster and more reliably. You will work closely with our Professional Services, Sales, Engineering, and Product teams to make our customers drive success with Puppet solutions.Responsibilities:Represent Perforce as the first point of contact for Puppet customer's technical requests. Actively engage with the team to learn, share ideas, and mentor others as you grow your expertise in the Puppet 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:3+ years of experience & related education Highly proficient System Administration knowledge. Advanced understanding of software automation and DevOps systems. Awareness and understanding of related emerging technologies and practices. Excitement about working with the Puppet Enterprise and Open-Source community Passion for problem-solving Technical degree (CS/IT/Eng/ITSec) or equivalent experience Strong customer relations & interpersonal skills Demonstrated experience with clients and internal resources in face-to-face, telephone, and virtual meetings and the ability to work and interact as a member of a group or team Requires logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems Applicants with Puppet Certification are a plus Preferred skills Programming skills (Ruby, Python, Perl, PowerShell, Bash, etc.) desirable Experience working with Puppet Enterprise or Puppet Open Source (Puppet 4 or anything more recent) Windows systems administration experience, including Microsoft PowerShell preferred Large scale infrastructure experience preferredKnowledge of data center management, systems management, and monitoring, networking & security preferredTechnical Support experience in an open source/enterprise software company preferredCome work with us! Our team members are valued for their contributions, introduced to new opportunities, and rewarded well. Perforce combines the experience and rewards of a start-up with the security of an established and privately held profitable company.If you are passionate about the technology that impacts our day-to-day lives and want to work with talented and dedicated people across the globe, apply today!www.perforce.comPerforce Software is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, family or relationship structure, military service and veteran status, physical or mental disability, genetic information, gender identity, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Perforce Software's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.