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 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, working between your home office and our workspace in San Jose and help us do what we do best: propelling business forward.
In this role, you will:
- Interact professionally and courteously with all customers and peers. Be easily approachable, react calmly under stressful situations and maintain confidentiality
- Follow the processes and procedures for technical support workflow
- Diagnose and explain hardware and software issues of low to moderate complexity that affect the use and configuration of our product
- Conduct research using a variety of resources, including external documentation, Knowledge Base, bug database, source code, etc…
- Maintain complete and accurate logs of customer interactions and technical details following established ticketing practices
- Run support cases provided by customers to reproduce and diagnose their incidents
- Communicate clearly and precisely with customers regarding technical issues, setting expectations for callbacks and follow-up
- Log product defects and feature requests clearly in the corresponding systems. Provide Engineering with clear and complete information, carry out recommended diagnostic steps and gather needed information
- Review product documentation, identify topics needing improvement and contribute to changes and edits
- Work dedicated shift from 11:30am – 8:00pm Eastern Time and be willing to periodically serve on after hours duty
Your background:
- Higher educational degree in an IT field or equivalent experience
- Excellent verbal and written communication skills including effective listening skills; proficiency with English is required
- Prior experience with Managed File Transfer software and/or technologies (FTPS, SFTP, HTTPS, SAML, LDAP, AS2, EDI, PGP, PKI, S/MIME)
- Analytical and troubleshooting skills specific to software related issues
- Demonstrated ability to handle a high volume of cases efficiently and effectively
- Prior Customer Service experience
Apply Now!
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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!