We are Progress (Nasdaq: PRGS) - an experienced, trusted provider of products designed with customers in mind so they can develop the applications they need, deploy where and how they want, and manage it all safely and securely. 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, Senior 2 and help us do what we do best: propelling business forward. You will provide world-class technical support and service for the Progress’ Managed File Transfer product suite. Provides technical support to customers and other departments. Handles technical issues of low to moderate complexity with little to no supervision. Specialized in one area/product with good customer care skills. Knowledgeable about internal procedures, processes, and tools. Excellent team player and communicator with very good diagnostic and troubleshooting skills.In this role, you will:Provides technical assistance to evaluators, customers, resellers and Progress employees via telephone, customer portal tickets, email, WebEx, instant messaging or any other available communication optionAssists with the installation, configuration, use and maintenance of our software productsFollows the processes and procedures for technical support workflowDiagnoses and explains external hardware and software issues that affect the use and/or configuration of our software (e.g., environmental or network)Provides customers with information about Progress products and resourcesCapable to support new company products with appropriate level of on the job trainingInteracts professionally and courteously with all customers and peers. Easily approachable, reacts calmly under stressful situations; receive constructive criticism well. Maintains confidentiality.Communicates clearly and precisely with customers regarding expectations for callbacks, follow-ups regarding their issues, interactions with Development, and other open issues. Sets appropriate expectations for resolutions and workarounds for product defectEscalates product issues to management or other team membersLogs product defects and feature requests clearly in the corresponding systemsProvides Development with clear and complete information, when Development assistance is required, carrying out recommended diagnostic steps and gathering information as necessaryDemonstrates and applies good understanding of knowledge capturing principles (e.g. create new knowledge resources and/or update the existing content - product demos, KB and technical articles/documentation, etc.)Reviews product documentation, identifies topics needing improvement and is able to contributeResponsible for professional self-development by attending formal and informal training (webinars, white papers) offered within the office and externally based on your development plan agreed with your manager. Option to enroll in Progress-sponsored security training resulting in certification through organizations such as CompTIA, SANS and (ISC)2Participates in forums, responds to technical questions, sharing product knowledge with colleaguesProvides assistance to peers working in the same specialty area as well as handling issues outside of the area of specialtyOccasional travel requirementBe part of an emergency-only after-hours call rotationYour background:BS in Computer Science, Computer Information Systems experience, or MS with or equivalent experience or degreeExcellent verbal and written communication skillsSolid analytical and troubleshooting skills are specific to software-related issues Strong customer service skillsAbility to multitask in a fast-paced environment and maintain attention to detailsKnowledge/experience with windows/linux OS administration, SSL, SSH, Networking, File transfer technologies.Shift Timings: 06.30 PM -03.30 AM IST (Fixed Shift) 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 to enjoy: Here at Progress, we truly care about your employee experience. It is important to us for our employees to balance their work and home life, obtain viable options for their health and wellness, grow their career, and plan for financial success.30 days of earned leaves plus an extra day off for your birthday, various other leaves like Marriage leave ,Casual leave, Maternity leave , Paternity LeavePremium Group medical Insurance for employee and 5 dependents ,Personal accident insurance coverage, Life insurance coverageProfessional development reimbursementInterest subsidy on loans - either vehicle or personal loansApply now!
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