Senior Technical Support Engineer

2 Months ago • All levels

Job Summary

Job Description

As a Senior Technical Support Engineer, you will provide technical support to customers and other departments, handling complex technical issues and training junior staff. You will manage customer cases effectively, communicate clearly, and maintain accurate logs. You will also identify and report product issues, contributing to documentation and supporting new products. You will need to participate in holiday and weekend (on-call) coverage as needed to provide standard (24/7) support coverage.

Must have:

Software troubleshooting and analysis experience.
Proficiency in SQL database design and principles.
Experience with Node.js, JavaScript, XQuery, Java.
Strong understanding of database concepts.
Knowledge of information systems and client/server architecture.
Understanding of network concepts and tools.
Familiarity with Linux hardware resource usage.
Excellent English communication skills.

Good to have:

Expertise in data analytics, BI, and visualization tools.
Strong foundation in data governance and compliance.
Experience with data modeling (taxonomy, ontology).
Cloud computing experience (AWS, Azure).
Security knowledge (SAML, LDAP, SSL, Kerberos).
Programming experience would be a plus.

Perks:

Generous remuneration package
Employee Stock Purchase Plan Enrollment
24 vacation days annually
Birthday day off
Holiday entitlement increases with years of service
Extra time off for service anniversaries
Community service time off
International Women’s Day – March 8 is an official holiday for all employees
Group personal pension plan
Income protection coverage
Collective health insurance
Hybrid working
Meal and commuting allowance
Bike lease scheme with tax benefits
Company fitness program – access to gyms nationwide

15 skills required

15 skills required for this role

Add these skills to join the top 1% applicants for this job

problem-solving

java

javascript

wireshark

azure

aws

sql

node.js

json

xml

linux

foundation

ldap

data-analytics

communication

Job Details

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:

Generous remuneration package
Employee Stock Purchase Plan Enrollment

Vacation, Family, and Health:

24 vacation days annually
Birthday day off
Holiday entitlement increases with years of service
Extra time off for service anniversaries
Community service time off
International Women’s Day – March 8 is an official holiday for all employees
Group personal pension plan
Income protection coverage in case of long-term illness or reduced earning capacity
Collective health insurance
Hybrid working
Meal and commuting allowance (public transport card or per-kilometer reimbursement)
Bike lease scheme with tax benefits
Company fitness program – access to gyms nationwide

Apply now!  

#LI-hybrid

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!