Technical Support Engineer II
We are Progress (Nasdaq: PRGS) - the trusted provider of software that enables our customers to develop, deploy and manage responsible, AI-powered applications and experience 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 at our Bengaluru , India office and help us do what we do best: propelling business forward. This is for Infra line of Products. Learn More about us.
This role involves providing advanced technical support to customers and internal teams, handling complex technical issues independently, mentoring junior staff, and demonstrating expertise across various technical domains while prioritizing customer care skills.
In this role, you will:
- Follow established technical support workflows and procedures.
- Maintain professional and courteous interactions with customers and peers.
- Remain approachable and composed in stressful situations, accepting constructive criticism gracefully.
- Uphold confidentiality standards.
- Take ownership of customer cases, managing them effectively and professionally through various channels.
- Communicate clearly with customers to understand expectations and offer solutions or workarounds for product issues.
- Troubleshoot and diagnose customer problems involving third-party products using available resources.
- Keep detailed logs of customer interactions and technical details.
- Generate reproductions and examples necessary for problem resolution.
- Facilitate clear communication with customers regarding callbacks, follow-ups, and issue resolution progress.
- Manage difficult customer communications independently and professionally.
- Escalate product issues as needed and log defects and feature requests accurately.
- Provide engineering teams with comprehensive information and assistance when necessary.
- Contribute to knowledge resources through the creation and updating of technical documentation, demos, and code libraries.
- Review and improve product documentation where necessary.
Your background:
- 2-4 years of experience in a Technical Support Role with relevant technologies.
- Proficiency in TCP/IP networking concepts, including HTTP headers, OSI layers, and TCP flags/parameters.
- Strong troubleshooting, analysis, and problem-solving skills.
- Familiarity with Windows and Linux operating systems.
- Ability to effectively communicate technical information to customers of varying skill levels.
- Expertise in network devices such as routers and switches.
- Willingness to participate in on-call rotations as needed.
- Willingness to work in Time Zone (1 PM – 10:00 PM IST)
Preferred Knowledge:
- Bachelor's degree or equivalent qualification preferred, Associates degree.
- Knowledge of application protocols like HTTP/HTTPS, SMTP, DNS, FTP, and SNMP.
- Technical certifications such as CCNA, CCNP, MCSE, or VCP are advantageous.
- Experience with virtualization environments like VMware, Xen, or Hyper-V. Networking experience.
- Familiarity with Microsoft Exchange, SharePoint, and MS Teams.
- Knowledge of web and application servers like Apache, Tomcat, WebLogic, and IIS.
- Desirable experience with AWS and Azure cloud solutions.
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:
Compensation
- Competitive remuneration package
- Employee Stock Purchase Plan Enrolment
Vacation, Family, and Health
- 30 days of earned leave
- An extra day off for your birthday
- Various other leaves like marriage leave, casual leave, maternity leave, and paternity leave
- Premium Group Medical Insurance for employees and five dependents, personal accident insurance coverage, and life insurance coverage
- Professional development reimbursement
- Interest subsidy on loans - either vehicle or personal loans.
Apply now!
#LI-SR1
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!