Technical Support Engineer, Senior

• Answer complex-level incoming customer support requests in a fast-paced environment.
• Assist customers with issues ranging from product training to troubleshooting.
• Mentor new hires, assist junior team members with any projects assigned, determine initiatives, and identify potential issues.
• Understand customer requirements and make recommendations based on best practices and ideal configurations. Proactively identify the best approach for retaining business based on the client’s situation and de-escalates potential escalations.
• Take ownership while working independently answering product questions and providing moderately complex technical support. Validate/identify potential bugs to be reported.
• Performance is primarily measured through CSAT Scores/customer feedback, Knowledge Center System usage, as well as schedule adherence, contributions to the team, mentorship to new engineers, and other Key Performance Indicators.
• Case Documentation: Follow department protocol regarding case management and record details of interactions via Case Comments, Case Status, Follow-Up Dates, Issues, Descriptions, Internal Notes, etc. into the ticketing system accurately.
• Knowledge Center System - Work closely with contributors and auditors to collaborate on KCS assignments. You serve as the primary line of defense to safeguard the overall health of the knowledge base.
• You are responsible for publishing articles internally and externally after validating they are technically accurate and meet content guidelines.
• Additional responsibilities include: searching and reusing content when available and creating new knowledge articles when required, attaching content from multiple sources to cases as a resolution while ensuring the information referenced in the case is accurate and up to date and contributing to maintaining the information current across multiple platforms and content channels. 

• Bachelor's Degree or equivalent experience preferred.
• 4 + years in a support role within the service industry.
• Expertise in computing (Mac & PC), networking, using various web browsers, PC troubleshooting, firewalls, and proxy servers preferred.
• Deep knowledge of the Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.
• Knowledge of Single Sign On (SSO) and server administration skills.
• Ability to setup and troubleshoot Storage Zone Controllers, SSO, and Load balancers with little guidance from documentation.
• Strong Knowledge of Windows Server roles and features, IIS, AD, DNS and File Servers.
• Strong knowledge of load balancing technologies (NetScaler preferred) and NAS devices.
• Strong knowledge of Identity providers and SAML 2.0 (Azure, OKTA, ADFS).
• Basic SQL Knowledge with the ability to use already created queries to gather data from the database.
• Good command of workflow automation and ability to troubleshoot complex workflows
• Knowledge in JavaScript, Python, and PHP, API calls.
• Ability to analyze complex logs and Conditional Calculations.
• Ability to create and use API calls using Postman or other tools.
• Strong knowledge of troubleshooting web application issues
• Strong knowledge about Security Certificates

• Great verbal and written communication skills.
• Excellent skills to listen, assess, determine, and communicate corrective measures.
• English-speaking proficiency is required, bilingual skills a plus.
• Customer focused – Our goal is to deliver a world class customer experience in a fast paced, changing environment. What we do revolves around the customer!
• Ability to de-escalate customers in challenging circumstances.
• Uses critical thinking, troubleshooting and solving complex problems in a fast-paced, changing environment while also mentoring junior team members.
• Expertise in a data-driven, metrics-oriented environment.
• Works to achieve operational targets with significant impact on departmental results.
• Has a keen interest in Software-as-a-Service (SaaS).
• Has a Growth Mindset and is willing to help and mentor colleagues

• 30 days of earned leaves plus an extra day off for your birthday, various other leaves like Marriage leave ,Casual leave, Maternity leave , Paternity Leave
• Premium Group medical Insurance for employee and 5 dependents ,Personal accident insurance coverage, Life insurance coverage
• Professional development reimbursement
• Interest subsidy on loans - either vehicle or personal loans

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!