Offer summary

Qualifications:

Previous experience in software troubleshooting and analysis., Proficiency in SQL database design and principles., Strong grasp of database concepts and understanding of network concepts., Excellent English communication skills and strong customer service skills..

Key responsabilities:

Provide technical support to customers and other departments.

Take ownership and manage customer cases effectively and professionally.

Train and mentor junior staff members while handling complex technical issues.

Proactively identify product issues and communicate clearly with customers.

Job description

We are Progress (Nasdaq: PRGS) - a trusted provider of software that enables our customers to develop, deploy and manage responsible, AI powered applications and experience 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 Senior Technical Support Engineer and help us do what we do best: propelling business forward.

In this position you need to participate in holiday and weekend (on-call) coverage as needed to provide standard (24/7) support coverage.

In this role you will:

Provide technical support to customers and other departments.
Handles technical issues of highest complexity without supervision.
Trains and mentors junior staff members.
Specialized in multiple technical areas/products with strong understanding and experience in other areas including customer care skills.
Very knowledgeable about internal procedures, processes, and tools.
Excellent team player and communicator with excellent diagnostic and troubleshooting skills.
Take ownership and manage customer cases (i.e. tickets, emails, remote assistance) and customer expectations effectively and professionally.
Communicate clearly and precisely with customers to determine expectations for resolutions and provide workarounds to product defects.
Maintain complete and accurate logs of customer interactions and technical details.
Review product documentation, identifying topics needing improvement and is able to contribute.
Capable of supporting new company products with an appropriate level of on-the-job training.
Proactively Identify product issues and provide clear and precise information on how to reproduce them using the bug tracking system. Provide additional information to Development as needed to resolve bugs.
Show corporate interest, adaptability and independence as well as demonstrate experience in approaching technical and procedural questions.

Your background:

Previous experience in software troubleshooting and analysis.
Proficiency in SQL database design and principles.
Experience with Node.js, JavaScript, XQuery, Java, and distributed computing (MarkLogic).
Strong grasp of database concepts (ACID, Deadlocks, Indexing, Caching, DataHub).
Knowledge of information systems, client/server architecture, and request processing.
Understanding of network concepts (TCP/IP, SSL, MTU) and tools (Netstat, Wireshark).
Familiarity with Linux hardware resource usage.
Expertise in data analytics, BI, and visualization tools.
Strong foundation in data governance, compliance, and information science principles.
Experience with data modeling (taxonomy, ontology) and document formats (JSON, XML).
Cloud computing experience (AWS, Azure).
Security knowledge (SAML, LDAP, SSL, Kerberos).
Excellent English communication skills (verbal & written).
Strong customer service skills and ability to manage multiple cases efficiently.
Programming experience would be a plus,

If this sounds like you and fits your experience and career goals, we’d be happy to chat.
What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy:

Compensation: Competitive salary, bonus, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback.
Benefits: Premium Collective Health Insurance Plan with a monthly employer contribution and Premium Collective Pension Scheme fully funded by Progress
Time-off and Leave: Generous vacation allowance, an additional day off for your birthday, and days off for volunteering
Well-being: A global well-being program focused on physical, mental, and financial health.
Focus on Employee Experience: We aim to create an environment where people view their time at Progress as their best career chapter by seeking your feedback, partnering with you and recognizing and celebrating the moments that matter.
Career Growth: We empower you to own your career and personalize your growth with career development tools, internal career mobility, knowledge sharing, and learning opportunities.

Apply now!  

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Together, We Make Progress

Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!

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