Technical Support Engineer II

: Technical Support Engineer II (Networking and File Transfer)

Location: Hyderabad, India
Department: Technical Support

We are Progress (Nasdaq: PRGS) - a trusted provider of software that enables our customers to develop, deploy and manage responsible, AI-powered applications and experiences with agility and ease. Were 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 and help us do what we do best: propelling business forward. Know more about us.

Provide world-class technical support and service for the Progress Managed File Transfer product suite. Provides technical support to customers and other departments. Handles technical issues of low to moderate complexity with little to no supervision. Specialized in one area/product with good customer care skills. Knowledgeable about internal procedures, processes, and tools. Excellent team player and communicator with very good diagnostic and troubleshooting skills.

• Provide technical assistance to evaluators, customers, resellers, and Progress employees via telephone, customer portal tickets, email, WebEx, instant messaging, or any other available communication option
• Assist with the installation, configuration, use, and maintenance of our software products
• Follow the processes and procedures for technical support workflow
• Diagnose and explain external hardware and software issues that affect the use and/or configuration of our software (e.g., environmental or network)
• Provide customers with information about Progress products and resources
• Capable to support new company products with the appropriate level of on-the-job training
• Interact professionally and courteously with all customers and peers. Easily approachable, reacts calmly under stressful situations; receive constructive criticism well. Maintains confidentiality.
• Communicate clearly and precisely with customers regarding expectations for callbacks, follow-ups regarding their issues, interactions with Development, and other open issues. Set appropriate expectations for resolutions and workarounds for product defects
• Escalate product issues to management or other team members
• Log product defects and feature requests clearly in the corresponding systems
• Provide Development with clear and complete information when Development assistance is required, carrying out recommended diagnostic steps and gathering information as necessary
• Demonstrate and apply a good understanding of knowledge capturing principles (e.g., create new knowledge resources and/or update existing content - product demos, KB, and technical articles/documentation, etc.)
• Review product documentation, identify topics needing improvement, and contribute
• Be responsible for professional self-development by attending formal and informal training (webinars, white papers) offered within the office and externally based on your development plan agreed with your manager. Option to enroll in Progress-sponsored security training resulting in certification through organizations such as CompTIA, SANS, and (ISC)2
• Participate in forums, respond to technical questions, and share product knowledge with colleagues
• Provide assistance to peers working in the same specialty area as well as handling issues outside of the area of specialty
• Be part of an emergency-only after-hours call rotation

• BS in Computer Science, Computer Information Systems experience, or MS with equivalent experience or degree
• Excellent verbal and written communication skills
• Solid analytical and troubleshooting skills specific to software-related issues
• Strong customer service skills
• Ability to multitask in a fast-paced environment and maintain attention to details
• Knowledge/experience with Windows/Linux OS administration, SSL, SSH, Networking, File transfer technologies.

06:30 PM - 3:30 AM (IST) and 08:00 PM - 5 PM (IST)

If this sounds like you and fits your experience and career goals, wed 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:

• Competitive remuneration package
• Employee Stock Purchase Plan Enrollment

• 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