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About the role
As a Technical Support Engineer, Senior 1 at Progress, you will provide technical support to customers and other departments. You will handle technical issues of the highest complexity without supervision and train and mentor junior staff members. Specializing in multiple technical areas/products with a strong understanding and experience in other areas, including customer care skills. You will be very knowledgeable about internal procedures, processes, and tools. As an excellent team player and communicator, you will possess diagnostic and troubleshooting skills. In this role, you will: - Follow the processes and procedures for technical support workflow - Interact professionally and courteously with all customers and peers - Maintain confidentiality and take ownership of customer cases effectively and professionally - Communicate clearly with customers to determine expectations for resolutions and provide workarounds to product defects - Troubleshoot and diagnose customer issues involving 3rd party products - Independently manage difficult communication with customers in an effective and professional manner - Escalate product issues when necessary and log product defects and feature requests - Provide Engineering with clear and complete information when engineering assistance is required - Review product documentation and contribute to its improvement - Attend formal and informal training for professional self-development - Build constructive relationships with peers and resolve conflicts assertively - Prepare for support of new product versions and support new company products with appropriate training - Act as a general knowledge resource for peers and provide assistance and training to other team members - Mentor junior staff members and guide new team members as needed - Demonstrate proficiency in the product environment infrastructure and proactively identify product issues Your background should include: - At least 3+ years of related professional experience - Strong experience with relational databases, including OpenEdge RDBMS - Experience in database administration, troubleshooting, and understanding of database internals - Hands-on experience with Windows, Linux, and/or UNIX environments - Familiarity with networking fundamentals, system-level diagnostics, and cloud environments - Basic understanding of security concepts - Strong analytical and troubleshooting skills specific to software-related issues - Strong customer service skills - Ability to mentor more junior staff members and handle multiple cases efficiently - Excellent verbal and written communication skills in English - Programming experience or knowledge of programming languages/technologies Shift Timings: 12:30 PM - 9:30 PM (IST) If this opportunity aligns with your experience and career goals, Progress offers a competitive remuneration package, Employee Stock Purchase Plan, 30 days of earned leave, premium group medical insurance, professional development reimbursement, and more. Apply now to be part of a great company culture and collaborate with wonderful colleagues. As a Technical Support Engineer, Senior 1 at Progress, you will provide technical support to customers and other departments. You will handle technical issues of the highest complexity without supervision and train and mentor junior staff members. Specializing in multiple technical areas/products with a strong understanding and experience in other areas, including customer care skills. You will be very knowledgeable about internal procedures, processes, and tools. As an excellent team player and communicator, you will possess diagnostic and troubleshooting skills. In this role, you will: - Follow the processes and procedures for technical support workflow - Interact professionally and courteously with all customers and peers - Maintain confidentiality and take ownership of customer cases effectively and professionally - Communicate clearly with customers to determine expectations for resolutions and provide workarounds to product defects - Troubleshoot and diagnose customer issues involving 3rd party products - Independently manage difficult communication with customers in an effective and professional manner - Escalate product issues when necessary and log product defects and feature requests - Provide Engineering with clear and complete information when engineering assistance is required - Review product documentation and contribute to its improvement - Attend formal and informal training for professional self-development - Build constructive relationships with peers and resolve conflicts assertively - Prepare for support of new product versions and support new company products with appropriate training - Act as a general knowledge resource for peers and provide assistance and training to other team members - Mentor junior staff members and guide new team members as needed - Demonstrate proficiency in the product environment infrastructure and proactively ide
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