Lead Technical Support Engineer

Job Description

Lead Technical Support Engineer In Office

Belen, Costa Rica
Technical Support

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Job Summary

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.

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 Lead Technical Support Engineer and help us do what we do best: propelling business forward. This will be a full onsite role working in our Belen Costa Rica office. After you are fully trained (takes roughly about 3-4 months) then it will pivot to a hybrid role accordingly.

As a Lead Technical Support Engineer at Progress Software you will play a vital role in ensuring timely delivery, driving team performance, and aligning efforts with our broader business objectives.

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 guide a team of technical support engineers in isolating, analyzing and resolving technical issues.

In this role, you will:

• Assist Technical Support Engineers in answering complex-level incoming customer support requests in a fast-paced environment.
• Assist customer's escalations that request additional troubleshooting.
• Serve as a mentor for new hires, assist junior team members with any projects assigned, determine initiatives, and identify potential issues.
• Proficiently understand customer requirements and make recommendations based on best practices and ideal configurations.
• Proactively identify the best approach for retaining business based on the clients situation, as well as provide guidance to less tenured Technical Support Engineers and de-escalate potential escalations.
• Take ownership while working independently on issues that range from answering product questions to providing moderately complex technical support when the customer is having trouble using a product. Validating/identifying potential bugs to be reported to engineering.
• Performance is primarily measured through Team average CSAT Scores/customer feedback, Knowledge Center System usage, as well as measurements around schedule adherence, contributions to the team, mentorship to new engineers, and other Key Performance Indicators.
• Case Documentation: Follow department protocol regarding case management and record details of interactions via Case Comments, Case Status, Follow-Up Dates, Issues, Descriptions, Internal Notes, etc into the Customer Relationship Management System accurately.
• Knowledge Center System [Validator]: Work closely with contributors and auditors to collaborate on KCS assignments. Serve as the primary line of defense to safeguard the overall health of the knowledge base. Be responsible for publishing articles internally and externally after validating they are technically accurate and meet content guidelines. Additional responsibilities include: searching and reusing content when available and creating new knowledge articles if no information exists, attaching content from multiple sources to cases as a resolution while ensuring the information referenced in the case is accurate and up to date and contributing to maintaining the information current across multiple platforms and content channels.

Your background:

• Bachelor's Degree or equivalent experience preferred.
• 8 years in a support role within the service industry.
• Expertise in computing (Mac & PC), networking, using various web browsers, PC troubleshooting, firewalls, and proxy servers preferred.
• Good knowledge of the Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.
• Knowledge of Single Sign On (SSO) and server administration skills.
• Solid knowledge of Windows Server roles and features, IIS, AD, DNS and File Servers.
• Ability to work a fixed schedule from 12:00 pm ET to 9:00 pm ET.
• English-speaking proficiency is required.
• Great verbal and written communication skills.
• Excellent skills to listen, assess, determine, and communicate corrective measures.
• Customer focused Our goal is to deliver a world class customer experience in a fast-paced, changing environment.
• Ability to de-escalate customers in challenging circumstances.
• Uses critical thinking, troubleshooting and solving complex problems in a fast-paced, changing environment while also mentoring junior team members.
• Expertise in a data-driven, metrics-oriented environment.
• Works to achieve operational targets with significant impact on departmental results.
• Has a keen interest in Software-as-a-Service (SaaS).
• Has a Growth Mindset and is willing to help and mentor colleagues.

Additionally, it would be beneficial if you have:

• Ability to set up and troubleshoot Storage Zone Controllers, SSO, and Load balancers with little guidance from documentation.
• Solid knowledge of load balancing technologies and NAS devices.
• Solid knowledge of Identity providers and SAML 2.0 (Azure, OKTA, ADFS).
• Basic SQL knowledge with the ability to use already created queries to gather data from the database.
• Good command of workflow automation and ability to troubleshoot complex workflows.
• Knowledge in Javascript, Python, and PHP, API calls.
• Ability to analyze complex logs and Conditional Calculations.
• Ability to create and use API calls using Postman or other tools.
• Solid knowledge of troubleshooting web application issues.
• Solid 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 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 receive a paid day off for your birthday, and company holidays. A variety of leave plans, including additional paid time off and other leaves.

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