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 issues without supervision. You will train and mentor junior staff, specializing in multiple technical areas with strong understanding and experience in other areas including customer care skills. You will manage customer cases, communicate with customers, maintain logs, and contribute to product documentation, proactively identifying and reporting product issues. 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 grasp 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:

Competitive salary, bonus, and Employee Stock Purchase Program.
Premium Collective Health Insurance Plan.
Premium Collective Pension Scheme.
Generous vacation allowance and extra days off.
A global well-being program.
Career development tools and learning opportunities.

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

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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: 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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