Field Enablement Specialist, Senior

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, Senior 2 and help us do what we do best: propelling business forward.

Overview: We help organizations deliver a modern client experience with secure, easy-to-use technology that streamlines document and client-facing workflows. With more than 90,000 customers and 3 million licensed users worldwide, ShareFile empowers people to focus on the work that matters most and is dedicated to making working lives everywhere better, simpler, and more fulfilling. We are searching for someone who can help us make a little magic for our customers and their clients every day. We want someone who will focus on in-depth problem analysis of the company's product and its integration into customer environments using troubleshooting skills and technical knowledge to isolate, analyze and resolve technical issues. In the Technical Support Engineer role, your goal is to deliver industry-leading technical support to customers via chat, email, or phone that results in high customer satisfaction and well-documented resolutions.

In this role you will:

• Design, develop, and deliver enablement programs for Support, and customer success teams.
• Collaborate with cross-functional stakeholders to assess enablement needs and align training content with strategic business objectives.
• Develop and maintain onboarding resources, training modules, and knowledge assets to support continuous learning.
• Stay current with emerging technologies and product updates to ensure training remains relevant and impactful.
• Work closely with subject matter experts to validate content accuracy and contextual relevance.
• Adapt to flexible shift schedules to accommodate the availability of new joiners.
• Deliver engaging live and virtual training sessions, workshops, and certification programs.
• Monitor and evaluate the effectiveness of enablement initiatives using KPIs and learner feedback to drive ongoing improvements.
• Administer enablement platforms and tools to ensure seamless access and usability of training materials.
• Support product launches and key initiatives with customized enablement strategies.
• Continuously assess team learning needs and tailor programs to enhance knowledge retention and performance.

Your background:

• Demonstrated experience in enablement, training, or instructional design.
• Strong communication and facilitation skills, with the ability to engage diverse audiences.
• Experience using learning management systems (LMS) and content creation tools.
• Ability to manage multiple projects and prioritize in a fast-paced environment.
• A collaborative mindset and a passion for helping others succeed.
• Familiarity with Sales/Support methodologies and customer success practices. Experience in SaaS or technology-driven environment.
• Knowledge of data analytics and reporting tools to measure enablement impact.
• Past experience with LITMOS
• Agile methodology expertise
• Project Management

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, and paternity leave
• Premium Group Medical Insurance for employees and five dependents, personal accident insurance coverage, life insurance coverage
• Professional development reimbursement
• Interest subsidy on loans - either vehicle or personal loans
• Health club reimbursement

Apply now

Progress is proud to be an Equal Opportunity Employer