Release and Build Engineer

ENGINEERING (Montreal, QC)

Newforma, a leading provider of software for design and construction firms worldwide, is growing! Creating software that makes a difference in the AEC (Architecture, Engineering, and Construction) industry is what drives our company. We are in need of an exceptionally experienced and talented Release Engineer based in our Montreal QC office.

Newforma is looking for a Release and Build Engineer that will work closely with our Enterprise Application teams. You will be responsible for building, managing and maintaining our Continuous Integration platform for our Enterprise Client/Server and Mobile applications.   This is a great opportunity if you are interested in helping to improve efficiency in the day to day engineering activity as it relates to code, finding ways to get away from manual tasks and automate, and create/maintain build systems that are stable, high quality and fast. The release and build platform for an organization is at the core of engineering day to day.   We’d love to have you join us.

In this position you will:

•  Take ownership of the Enterprise Jenkins infrastructure and main build functionality
  • VM backups, upgrades
  • Jenkins version updates
  • Jenkins integrations with other tools we use
  • Build success/failure notifications, Logging so developers can easily troubleshoot build problems
  • Responsibility for the build pipeline
  • Automation
  •  Manage our Enterprise Git Integrations
    • Integrations with other tools we use
    • Monitoring security vulnerabilities
    • Code Security
    • Branch maintenance
    • Code standards enforcement
    • Automation
    •  Be responsible for Release information
      • Documentation
      • Managing Enterprise release branches
      •  Maintain our enterprise app installers using InstallShield
      •  Migrate and maintain our Enterprise Mobile App source from Subversion to Git
      •  Build and maintain new Enterprise Mobile App Jenkins pipeline
      •  Ensure highest quality for our release and branching infrastructure
      •  Be clear, thorough and concise in documentation and communication
      •  Have a passion to become the expert

 Requirements

•  Computer Science degree or relevant work experience
•  Must have strong problem-solving skills
•  Must be able to work in a team environment and handle multiple tasks
•  Must have excellent verbal/written/communication skills
•  Must be highly self-motivated and able to work independently
•  Must have Jenkins experience
•  Experience in working in Virtual Environments
•  Have a strong sense of curiosity. Must often ask “Why”, “What-if” or “How does this work”?
•  Comfortable working with Remote team members.
•  Position is based in our Montreal, QC office with occasional travel to the US

Nice to have:

•  InstallShield experience
•  Subversion and Cornerstone Subversion client experience
•  iOS and macOS experience
•  Publishing to the iOS and Android app store 
•  Experience with Jira, Confluence

If this is you, contact us now via https://www.newforma.com/company/careers/. At Newforma we value teamwork, positive energy and making great memories together. We offer benefit and compensation packages where we do business. Only qualified candidates will be contacted. We look forward to working with you!

Who We Are:

Newforma’s intuitive project information management (PIM) technology promotes collaboration between individuals, project teams and across the enterprise in the AECO industry. By building a more connected project environment, Newforma optimizes the processes by which critical information is captured, shared and managed, and delivers a more intelligent and profoundly productive experience for architects, designers, builders, owners, and the full construction team.

Tier 2 Product Support Specialist

SUPPORT (, )

Job Description:

The Tier 2 Product Support Specialist identifies, troubleshoots and resolves product and technical issues for all Newforma software products including on-premise enterprise, hosted solutions (Cloud) and mobile applications. This role analyzes the issue to determine if it is functioning "as designed" or appears to be a product defect, seeks to identify workarounds when standard procedures have failed, and escalates cases to Tier 3 as necessary under specified criteria, constantly seeking to ensure customers are informed of progress and issues are resolved in a timely fashion. This may involve swarming techniques that engage other team members and managers for assistance as necessary. 

The Tier 2 Specialist is familiar with standard troubleshooting concepts, practices, and procedures and relies on experience and judgment to plan and accomplish goals. This role is also responsible for updating individual contact and account information in the Salesforce CRM system as well as contributing to and maintaining content in Knowledgebase Articles from solutions to cases.

This position will require some off hour activity to support the customer base during off business hours. This requirement should be less than 10 %. Also some travel maybe required again less than 10 %.

Essential Duties and Responsibilities:

• Ability to manage Incoming cases via email, phone and CHAT.
• Monitor the inbound case queue using the Salesforce Service Cloud platform
• Back-fill for Tier 1 as needed
• Interact with Tier 1 for warm transfer process
• Determine if customer issue is already addressed with existing Knowledgebase article, Help topic, video tutorial, etc. 
• Schedule and conduct GoToMeeting sessions with customers to resolve in-depth technical issues and gather supplemental information on the issue, including screen captures, log files, error messages, etc.
• Interact within the Tier 2 group as needed for swarming process for new or unknown situations
• Locate, review and analyze submitted crash reports
• Attempt to duplicate suspected defects in VM lab environment
• Determine if existing issue relates to known defect currently being tracked in the JIRA database
• Monitor aging cases and escalate as necessary based on predefined rules
• Interact with Tier 3 for warm transfer process with a fully documented case including all background information gathered during customer interactions
• Interaction with Account Managers/Sales to provide feedback and insight on cases that are being managed
• Interact with Tiers 2, 3, QA, Product Management, development, etc., as needed to gain further knowledge around issues that are being managed
• Ongoing interaction and training within the support Virtual Machine environment
• Ongoing education, general research to help with future resolution of customer issues
• Part of rotation for off hours and weekend coverage
• Evaluate ways to improve and prevent future issues
• Create content and document Knowledgebase articles
• Review Knowledgebase articles for technical accuracy based on case issues
• Be aware and help provide support in a multi-region environment.
• Attend individual growth, peer, support/services and development meetings as required.

Qualifications:

• Ability to multitask in a fast paced environment
• Ability to understand and diagnose software product and support issues
• Ability to absorb and retain information quickly
• Highly self-motivated and directed with a high level of attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure and fast paced environment
• Exceptional customer service orientation
• Excellent written and oral communication skills
• Ability to communicate clearly, courteously, and professionally to non-technical individuals

Education and Experience:

• 3-5 years Help Desk and/or Customer Service experience
• Experience with CRM Case Management platforms such as Salesforce Service Cloud
• Experience troubleshooting Windows Servers, Windows Web servers and Desktop Operating systems
• Azure Administration
• Knowledge of Microsoft Azure Active Directory helpful
• Experience working in a team-oriented, collaborative environment
• Mobile application troubleshooting skills
• Proven analytical and problem solving abilities
• Amazon Web Services experience helpful
• Experience supporting MySQL or other databases highly desirable, but not required
• CS degree and/or equivalent experience
• Mid-level knowledge of LAN networking and distributed (client/server) computing environments.
• Firewall, Router, VPN, WAN, and Anti-virus configuration and support experience
• Experience in Microsoft Outlook and Exchange system administration
• Active Directory and network security knowledge
• MSCE certification preferred
• Excellent written and verbal Communication Skills
• Prior AEC Industry background or Newforma experience preferred but not required

Who We Are: 

Newforma is a leading software company serving the Architectural, Engineering, Construction, and Owner (“AECO”) industry. We pioneered the Project Information Management (“PIM”) category in 2004 and have been dedicated to improving project delivery ever since.  Our solutions are purpose-built to keep complex, large-scale projects organized, on-time, and protected. Our software and customer service are world-class, and more than 96 percent of our customers renew their annual subscription. Newforma’s leadership philosophy centers on customer-driven software development and nurturing a corporate culture deeply rooted in customer care.

We offer a competitive benefits package including excellent medical and dental plans, fully paid life and disability plans, tuition reimbursement and 401k.

Equal Opportunity Employer: 

Qualified applicants will receive consideration without regarding to age, race, color, religion, sex, sexual orientation, disability, or national origin. Must be eligible to work the United Stated and pass a background check.

Tier I Product Support Specialist

SUPPORT (Manchester, NH)

Job Title: Tier 1 Product Support Specialist

Job Description:

The Tier 1 Product Support Specialist ("First Responder") is responsible for the initial customer response from incoming phone calls, chat sessions, and email queries. The First Responder provides product and technical support for all Newforma software products including on-premise enterprise and hosted solutions in addition to mobile applications. First Responders handle all incoming cases and seek to resolve all less complex cases that can be readily answered from Newforma Help or Knowledgebase articles. These cases should be resolved quickly and effectively without resulting in a case re-submission by the customer.

More complex cases require the First Responder to evaluate and, if possible, replicate the customer issue and effectively communicate these findings to prepare cases for escalation to the next support tier. This may involve swarming techniques that engage other team members and managers for assistance as necessary.  

The First Responder will also be responsible for updating individual contact and account information in the Salesforce CRM system as well as contributing to and maintaining content in Knowledgebase Articles from solutions to cases.

Essential Duties and Responsibilities:

• Monitor inbound case queue using the Salesforce Service Cloud platform
• Take inbound chat and phone calls from customers, log cases and attempt to identify and resolve basic issues 
• Determine if customer issue is already addressed with existing Knowledgebase article, Help topic, video tutorial, etc. 
• Interact within the Tier 1 group as needed using the swarming process for new or unknown situations
• As necessary, schedule and conduct GoToMeeting sessions with customers to gather more information on the issue, including screen captures, log files, error messages, etc.
• Determine if existing issue relates to known defect currently being tracked in the JIRA database
• Interact with T2 for warm transfer process with a fully documented case including all background information gathered during initial interactions
• Monitor ageing cases and escalate as necessary based on predefined rules
• Locate, review and analyze submitted crash reports
• Interaction with Account Managers/Sales to provide feedback and insight on cases that are being managed
• Interact with Tiers 2, 3, QA, Product Management, etc., as needed to gain further knowledge around issues that are being managed
• Ongoing interaction and training within the support Virtual Machine environment
• Ongoing education, general research to help with future resolution of customer issues
• Part of rotation for off hours and weekend coverage
• Evaluate ways to improve and prevent future issues
• Attend individual growth, peer, support/services and development meetings as required.

Qualifications:

• Ability to understand and diagnose software product and support issues
• Ability to absorb and retain information quickly
• Highly self motivated and directed with a high level of attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure and fast paced environment
• Exceptional customer service orientation
• Excellent written and oral communication skills
• Ability to communicate clearly, courteously, and professionally to non-technical individuals

Education and Experience:

• 1-3 years Help Desk and/or Customer Service experience
• Experience with CRM Case Management platforms such as Salesforce Service Cloud
• Experience troubleshooting Windows Servers, Windows Web servers and Desktop Operating systems
• Experience working in a team-oriented, collaborative environment. 
• Mobile apps troubleshooting skills
• Knowledge of Cloud Based Processes and Applications
• CS degree and/or equivalent experience
• A+ certified training or Microsoft Certifications
• Excellent written and verbal Communication Skills
• Prior AEC Industry background or Newforma experience preferred but not required
• Proven analytical and problem solving abilities