Progress Careers

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 people power progress. Join us as a Technical Support Engineer II and help us do what we do best: propelling business forward.

This role supports our product, Podio. We help organizations deliver a modern client experience through secure, easy-to-use technology that unifies and automates work with no-code tools, flexible workflows, and customizable business solutions. Podio empowers people to focus on the work that matters most and is dedicated to making working lives everywhere better, simpler, and more fulfilling.

As a Technical Support Engineer, you'll work at the intersection of customers, product, and engineering. You'll help customers solve technical challenges, adopt best practices, improve their workflows, and realize ongoing value from Podio. Beyond resolving issues, you'll play an important role in helping customers be successful with the platform and ensuring their feedback helps shape a better customer experience.

In This Role, You Will:

Customer Support & Technical Troubleshooting

• Respond to customer inquiries through tickets, email, chat, and customer calls.
• Investigate and resolve technical issues involving Podio applications, workflows, integrations, automation, permissions, and configuration.
• Troubleshoot customer environments using logs, documentation, diagnostic tools, and internal resources.
• Analyze root causes, recommend solutions, identify workarounds, and validate reported product issues.
• Reproduce bugs and partner with Product and Engineering teams to drive resolution when needed.
• Clearly document technical findings, troubleshooting steps, customer interactions, and resolutions.
• Communicate technical concepts in a way that is clear and actionable for customers of varying technical backgrounds.
• Manage customer expectations professionally while helping resolve complex or sensitive situations.

Customer Success & Adoption

• Help customers understand how to get the most value from Podio and leverage the platform effectively.
• Recommend best practices, workflow improvements, and solution approaches based on customer goals.
• Identify opportunities to improve customer adoption, engagement, and overall platform utilization.
• Partner with Customer Success and other customer-facing teams to support onboarding, enablement, and customer growth initiatives.
• Participate in customer discussions to better understand business challenges and recommend solutions aligned to their needs.
• Serve as a trusted advisor by helping customers connect technical solutions to business outcomes.

Knowledge & Continuous Improvement

• Research solutions using product documentation, knowledge bases, internal tools, and technical communities.
• Create and maintain knowledge base articles, troubleshooting guides, and internal documentation.
• Identify recurring customer issues and opportunities to improve support processes, product usability, and customer experience.
• Share knowledge and best practices with teammates and contribute to team learning initiatives.
• Continuously build expertise in Podio, workflow automation, integrations, and emerging technologies.

Cross-Functional Collaboration

• Partner closely with Product, Engineering, Customer Success, Sales, and Operations teams to solve customer challenges.
• Act as the voice of the customer by sharing recurring feedback, adoption challenges, and product improvement opportunities.
• Contribute to projects and initiatives that improve operational efficiency, customer satisfaction, and product adoption.
• Support product launches and new feature rollouts by helping customers understand and adopt new capabilities.

Your Background

• Bachelor's degree or equivalent experience preferred.
• 2+ years of experience in technical support, SaaS support, customer-facing engineering, or a related technical role.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience investigating and resolving customer-facing technical issues.
• Excellent written and verbal communication skills in English.
• Strong customer service skills with a passion for helping customers succeed.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working within case management systems and documenting technical investigations.
• Familiarity with web applications, browsers, networking concepts, and SaaS technologies.
• Experience working in a metrics-driven environment.
• A growth mindset and desire to continuously learn and improve.

Additionally, It Would Be Beneficial If You Have:

• Experience with Podio or other low-code/no-code platforms.
• Experience troubleshooting workflow automation solutions.
• Understanding of APIs, webhooks, JSON, and integration troubleshooting.
• Familiarity with SSO, authentication, and identity management concepts.
• Knowledge of relational databases and data migration practices.
• Experience with workflow design, process automation, or business process improvement.
• Exposure to tools such as Postman, browser developer tools, or similar troubleshooting utilities.
• Basic programming or scripting experience.
• Experience supporting SaaS products in a customer-facing environment.

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!