Senior Technical Support Engineer at Progress… · Costa Rica

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 Senior Technical Support Engineer and help us do what we do best: propelling business forward.  This will be a hybrid so working between your home office and our Belen Costa Rica location.

In this role, you will:

• Mostly performs independent work with minimal supervision, while maintaining attention to detail; participates in complex project work or leads smaller project teams
• Expected to communicate clearly and precisely with customers to determine expectations for resolutions and provides workarounds to product defects.
• Collaborates closely with engineering teams by logging product defects, reviewing MMFs for accuracy and engaging with applicable engineering teams when assistance is required.
• Mentors and guides junior technical support engineers
• May lead smaller projects or project teams

Your background:

• This role requires mid to senior-level related professional experience in and may require a Bachelor’s or Master’s degree in Computer Science or related fields
• Expected to be the go-to person for day-to-day tasks and questions within and outside specialty, acting as a general knowledge resource for peers.
• Working product domain knowledge
• Demonstrated ability to handle large number of cases efficiently and effectively.
• Excellent team player and communicator with excellent diagnostic and troubleshooting skills
• Exemplary analytical and troubleshooting skills specific to software related issues.
• Strong customer service skills.
• Good programming experience or knowledge of programming languages/technologies.
• Strong multi-tasking ability in a fast-paced environment.
• Demonstrated hands-on experience with IP-based communication protocols and packet-level data transmission, including familiarity with network transport mechanisms such as TCP/IP and UDP.
• Strong mentorship skills.

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:

• Health insurance plan that provides coverage for a wide range of medical services, including doctor visits, dental, emergency care, and preventative care, for yourself, your spouse, or your dependent children (until 18 years old and up to 25 years old if they are full-time students, with proof of eligibility).
• Life and disability insurance for our employees.
• Competitive salary, bonus or commission (according to your position), and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback
• Besides your legal vacation days, you will received a paid day off for your birthday, and company holidays. A variety of leave plans, including additional paid time off and other leaves.

Apply Now

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