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 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.Serves as a mentor for new hires, assists junior team members with any projects assigned, determines initiatives, and identifies potential issues. Proficient in understanding customer requirements and making recommendations based on best practices and ideal configurations. Proactively identifies the best approach for retaining business based on the client’s situation, as well as provides guidance to less tenured Technical Support Engineers and de-escalates potential escalations. Takes 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: Follows department protocol regarding case management and records 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] - Works closely with contributors and auditors to collaborate on KCS assignments. You serve as the primary line of defense to safeguard the overall health of the knowledge base. You are 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 from12:00 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 setup 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, 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 lookbackBesides 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! 

 

 

 

Together, We Make Progress

Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!