Senior Technical Support Engineer

We are Progress (Nasdaq: PRGS) - the 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 that people power progress. Join us as a Senior Technical Support Engineer and help us do what we do best: propelling business forward. This is a hybrid role, so you will be working between your home office and our Burlington, MA headquarters.

In this role, you will:

• Provide technical support to customers and other departments.
• Handles technical issues of the highest complexity without supervision.
• Trains and mentors junior staff members.
• Specialized in multiple technical areas/products with a 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.
• Demonstrate corporate interest, adaptability, and independence, as well as experience in approaching technical and procedural questions.

Your background:

• Bachelor’s degree in Computer Science, CIS, MIS, Computing Systems, or related field (foreign equivalent degrees accepted).
• At least 4 years of experience providing technical support for enterprise software and systems using product documentation, knowledge base, bug database, source code, IDEs (integrated development environments), SQL debuggers, and CRM systems.
• Experience coding or scripting in one or more of the following: OpenEdge ABL, AppServer programming, Web Development, SQL proficiency, OpenClient, JMS (Java Message Service), Enterprise Source Control, Eclipse, C, C++, Java, JavaScript, Python
• Excellent verbal and written communication skills, including effective listening skills.
• Excellent command of English.
• Solid analytical and troubleshooting skills specific to software-related issues.
• Solid customer service skills.
• Programming experience or knowledge of programming languages/technologies.
• Demonstrated ability to handle a large number of cases efficiently and effectively.
• Ability to mentor more junior staff members.
• Must be able to multi-task in a fast-paced environment and handle all accountabilities with minimal supervision, while maintaining attention to details.
• Must be able to work alternate shifts to accommodate clients in different time zones, including 12p-8pm at least twice a week.
• Bilingual in English, Spanish and/or Portuguese is a bonus, but not a requirement.

Base Salary Range: $72,250 - $89,250

This position is also eligible to participate in our performance-based annual corporate bonus plan. Final base compensation is determined by a number of factors, including but not limited to job-related skills, education, demonstrable experience, and allowance for future and continued salary growth. We also offer a robust benefits package, with details below.

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:

• Medical, dental, vision, life & disability, and financial benefits (including 401(k) retirement savings plan. Tuition Reimbursement program. Additional voluntary benefits including crucial illness/hospital indemnity, identity theft protection, auto & home insurance, legal, and pet insurance.
• Competitive salary, bonus, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
• Flexible paid vacation time, paid day off for your birthday, and company holidays. A variety of leave plans, including Parental Leave.
• Employee Assistance Program (EAP) and an employee well-being program focusing on physical, mental, and financial health.

#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!