Technical Support Engineer, Senior 1

Overview

We are Progress (Nasdaq: PRGS) - a trusted provider of software that enables our customers to develop, deploy and manage responsible, AI powered applications and experiences with agility and ease.

We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Technical Support Engineer I and help us do what we do best: propelling business forward. Know more about us.

Overview: Provide world-class technical support and service for the Progress’ Managed File Transfer product suite. Provides technical support to customers and other departments. Handles technical issues of low to moderate complexity with little to no supervision. Specialized in one area/product with good customer care skills. Knowledgeable about internal procedures, processes, and tools. Excellent team player and communicator with very good diagnostic and troubleshooting skills.

In This Role You Will

• Provides technical assistance to evaluators, customers, resellers and Progress employees via telephone, customer portal tickets, email, WebEx, instant messaging or any other available communication option
• Assists with the installation, configuration, use and maintenance of our software products
• Follows the processes and procedures for technical support workflow
• Diagnoses and explains external hardware and software issues that affect the use and/or configuration of our software (e.g., environmental or network)
• Provides customers with information about Progress products and resources
• Capable to support new company products with appropriate level of on the job training
• Interacts professionally and courteously with all customers and peers. Easily approachable, reacts calmly under stressful situations; receive constructive criticism well. Maintains confidentiality.
• Communicates clearly and precisely with customers regarding expectations for callbacks, follow-ups regarding their issues, interactions with Development, and other open issues. Sets appropriate expectations for resolutions and workarounds for product defect
• Escalates product issues to management or other team members
• Logs product defects and feature requests clearly in the corresponding systems
• Provides Development with clear and complete information, when Development assistance is required, carrying out recommended diagnostic steps and gathering information as necessary
• Demonstrates and applies good understanding of knowledge capturing principles (e.g. create new knowledge resources and/or update the existing content - product demos, KB and technical articles/documentation, etc.)
• Reviews product documentation, identifies topics needing improvement and is able to contribute
• Responsible for professional self-development by attending formal and informal training (webinars, white papers) offered within the office and externally based on your development plan agreed with your manager. Option to enroll in Progress-sponsored security training resulting in certification through organizations such as CompTIA, SANS and (ISC)2
• Participates in forums, responds to technical questions, sharing product knowledge with colleagues
• Provides assistance to peers working in the same specialty area as well as handling issues outside of the area of specialty
• Occasional travel requirement
• Be part of an emergency-only after-hours call rotation
  
  

• BS in Computer Science, Computer Information Systems experience, or MS with or equivalent experience or degree
• Excellent verbal and written communication skills
• Solid analytical and troubleshooting skills are specific to software-related issues
• Strong customer service skills
• Ability to multitask in a fast-paced environment and maintain attention to details
• Knowledge/experience with windows/linux OS administration, SSL, SSH, Networking, File transfer technologies.
• Shift Timings: 6:30pm to 3:30 AM (Fixed Shift) and 8pm to 5 AM sometimes
  
  

• Competitive remuneration package
• Employee Stock Purchase Plan Enrolment
  
  

• 30 days of earned leave
• An extra day off for your birthday
• Various other leaves like marriage leave, casual leave, maternity, and paternity leave
• Premium Group Medical Insurance for employees and five dependents, personal accident insurance coverage, life insurance coverage
• Professional development reimbursement 
• Interest subsidy on loans - either vehicle or personal loans
• Health club reimbursement