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 Senior Technical Support Engineer supporting our ShareFile product 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 months) then it will pivot to a hybrid role accordingly. Please note that for the first 2 weeks in this role you will need to attend training that will be 6am-3pm CR time but then once that is complete the standard working schedule will be 12-9pm CR time.  This is a Mon-Friday position. 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.Performance is primarily measured through Customer Feedback, Knowledge Center System usage, and Schedule Adherence, in addition to other Key Performance Indicators.Maintains 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.  3+ 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 is necessary.  Proficiency in verbal and written communication skills.  English proficiency is required. Bilingual is a plus. Ability to listen, assess, determine, and communicate corrective technical measures.  Customer-Centered – Our goal is to deliver a world-class customer experience in a fast-paced, changing environment. What we do revolves around the customer!  Ability to de-escalate customers in challenging circumstances.  Ability to think critically, troubleshoot, and solve problems.  Familiarized with the data-driven, metrics-oriented environment.  Meet or exceed operational targets within your role.  Has a keen interest in Software-as-a-Service (SaaS).  Has a Growth Mindset! Good to have:Knowledge of Windows Server roles and features, IIS, AD, and DNS.   Knowledge of conditional calculations.   Knowledge about Security Certificates.   Knowledge of troubleshooting web applications and SSO setup issues.   Knowledge of load balancing technologies (NetScaler preferred).   Knowledge of JavaScript, Python, and PHP, API calls.  

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 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! 

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!