Technical Support Engineer I

Job Description

Technical Support Engineer I - ShareFile Hybrid

Location: San Jos, Costa Rica
Department: Technical Support

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Job Summary

Progress Software Corporation (NASDAQ: PRGS) is a global software company that is the trusted provider of AI-powered infrastructure software, designed to help achieve business goals. With Progress products, one can 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 (level 1) working in our Belen Costa Rica office and help us do what we do best: propelling business forward.

Please note the schedule will be Monday-Friday 9a-6pm CR time. There may be some flexibility needed from you based on business needs.

This role is supporting our product ShareFile. 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.

In this role you will:

• Answer incoming customer support requests in a fast-paced environment and assist customers with product-related queries.
• Take the time to understand the customer's problem/request, then perform all necessary steps to resolve their problem with our Product.
• Provide best practices on application features, determining the customer's configuration opportunities and needs.
• Work on issues that range from answering product questions to providing basic to intermediate technical support.
• Maintain detailed records of interactions via Case Comments, Case Status, Internal Notes, etc. in our Customer Relationship Management system, accurately.
• Closely work with the rest of the team to maintain up-to-date information in our Knowledge Center, taking advantage of reusing existing information when available or creating new articles when they do not exist. You may also contribute to maintaining the current information across multiple platforms and content channels.

Your background:

• Bachelor's Degree or equivalent experience preferred.
• 1-2 years in a Technical Support role within the technical service industry.
• Background in computing (Mac & PC), networking, web browsers, and PC troubleshooting.
• Familiarity with GSuite, and Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.
• Case Management experience.
• Proficient verbal and written communication skills.
• Ability to listen, assess, determine, and communicate corrective technical measures.
• English proficiency is required.
• Ability to de-escalate customers in challenging circumstances.
• Ability to think critically, troubleshoot, and solve problems.
• Familiar with a data-driven, metrics-oriented environment.
• History of meeting or exceeding operational targets.
• Has a keen interest in Software-as-a-Service (SaaS).
• Has a Growth Mindset

Additionally, it would be beneficial to have:

• Basic Knowledge of Windows Server roles and features, IIS, AD, and DNS.
• Basic knowledge of load balancing technologies (NetScaler preferred).
• Basic knowledge of JavaScript, Python, and PHP, API calls.
• Basic knowledge of conditional calculations.
• Basic knowledge of troubleshooting web applications and SSO setup issues.
• Basic knowledge about Security Certificates.

If this sounds like you and fits your experience and career goals, wed be happy to chat.

What we offer in return

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 receive 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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