Technical Support Engineer I
Job Summary
Job Description
As a Technical Support Engineer I, you will answer customer support requests in a fast-paced environment, providing assistance with product-related queries. You will need to understand the customer's problem, then perform all necessary steps to resolve their problem with our product. You will provide best practices on application features, determine the customer's configuration opportunities and needs, and work on issues ranging from product questions to basic to intermediate technical support. You will maintain detailed records of interactions and closely work with the team to maintain up-to-date information in our Knowledge Center.
Must have:
- 1-2 years in a Technical Support role.
- Background in computing (Mac & PC), networking, web browsers, and PC troubleshooting.
- Familiarity with GSuite, and Microsoft Office suite.
- Case Management experience.
- Proficient verbal and written communication skills.
- Ability to de-escalate customers.
Good to have:
- Basic Knowledge of Windows Server roles and features, IIS, AD, and DNS.
- Basic knowledge of load balancing technologies.
- Basic knowledge of JavaScript, Python, PHP, API calls.
- Basic knowledge of conditional calculations.
- Basic knowledge about Security Certificates.
14 skills required
Job Details
Progress Software Corporation (NASDAQ: PRGS) is a global software company that is the trusted provider of AI-powered infrastructure software, designed to help achieve business goals. With Progress products, one can 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 (level 1) working in our San Jose Costa Rica office and help us do what we do best: propelling business forward.
Please note that due to handling customers all over the US, there is a need to pivot on the shift that this role will be working: 10am -7pm CR time during Daylight saving - and that changes to 12- 8pm CR time the rest of the year. You must be able to do this in order to interview for this role.
This role is supporting our product ShareFile. We help organizations deliver a modern client experience with secure, easy-to-use technology that streamlines document and client-facing workflows. With more than 90,000 customers and 3 million licensed users worldwide, ShareFile empowers people to focus on the work that matters most and is dedicated to making working lives everywhere better, simpler, and more fulfilling.
In this role you will:
- Answer incoming customer support requests in a fast-paced environment and assist customers with product-related queries.
- Take the time to understand the customer's problem/request, then perform all necessary steps to resolve their problem with our Product.
- Provide best practices on application features, determining the customer's configuration opportunities and needs
- Work on issues that range from answering product questions to providing basic to intermediate technical support
- Maintain detailed records of interactions via Case Comments, Case Status, Internal Notes, etc. in our Customer Relationship Management system, accurately
- Closely work with the rest of the team to maintain up-to-date information in our Knowledge Center, taking advantage of reusing existing information when available or creating new articles when they do not exist. You may also contribute to maintaining the current information across multiple platforms and content channels
Your background:
- Bachelor's Degree or equivalent experience preferred.
- 1-2 years in a Technical Support role within the technical service industry
- Background in computing (Mac & PC), networking, web browsers, and PC troubleshooting
- Familiarity with GSuite, and Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word
- Case Management experience
- Proficient verbal and written communication skills
- Ability to listen, assess, determine, and communicate corrective technical measures
- English proficiency is required
- Ability to de-escalate customers in challenging circumstances
- Ability to think critically, troubleshoot, and solve problems
- Familiar with a data-driven, metrics-oriented environment
- History of meeting or exceeding operational targets
- Has a keen interest in Software-as-a-Service (SaaS)
- Has a Growth Mindset!
Additionally, it would be beneficial to have:
- Basic Knowledge of Windows Server roles and features, IIS, AD, and DNS
- Basic knowledge of load balancing technologies (NetScaler preferred)
- Basic knowledge of JavaScript, Python, and PHP, API calls
- Basic knowledge of conditional calculations
- Basic knowledge of troubleshooting web applications and SSO setup issues.
- Basic knowledge about Security Certificates
Apply Now!
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