Progress

Senior Technical Support Engineer

Progress

full-time

Posted on:

Location Type: Hybrid

Location: Singapore • Singapore

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Job Level

Senior

Tech Stack

ApacheAWSAzureCloudDNSLinuxSMTPTCP/IPVMware

About the role

  • Follow established technical support workflows and procedures
  • Maintain professional and courteous interactions with customers and peers
  • Remain approachable and composed in stressful situations, accepting constructive criticism gracefully
  • Uphold confidentiality standards
  • Take ownership of customer cases, managing them effectively and professionally through various channels
  • Communicate clearly with customers to understand expectations and offer solutions or workarounds for product issues
  • Troubleshoot and diagnose customer problems involving third-party products using available resources
  • Keep detailed logs of customer interactions and technical details
  • Generate reproductions and examples necessary for problem resolution
  • Facilitate clear communication with customers regarding callbacks, follow-ups, and issue resolution progress
  • Manage difficult customer communications independently and professionally
  • Escalate product issues as needed and log defects and feature requests accurately
  • Provide engineering teams with comprehensive information and assistance when necessary
  • Contribute to knowledge resources through the creation and updating of technical documentation, demos, and code libraries
  • Review and improve product documentation where necessary.

Requirements

  • 8+ years of experience in a Technical Support Role with relevant technologies
  • Proficiency in TCP/IP networking concepts, including HTTP headers, OSI layers, and TCP flags/parameters
  • Strong troubleshooting, analysis, and problem-solving skills
  • Familiarity with Windows and Linux operating systems
  • Ability to effectively communicate technical information to customers of varying skill levels
  • Expertise in network devices such as routers and switches
  • Willingness to participate in on-call rotations as needed
  • Bachelor's degree or equivalent qualification preferred, Associates degree
  • Knowledge of application protocols like HTTP/HTTPS, SMTP, DNS, FTP, and SNMP
  • Technical certifications such as CCNA, CCNP, MCSE, or VCP are advantageous
  • Experience with virtualization environments like VMware, Xen, or Hyper-V
  • Networking experience
  • Familiarity with Microsoft Exchange, SharePoint, and MS Teams
  • Knowledge of web and application servers like Apache, Tomcat, WebLogic, and IIS
  • Desirable experience with AWS and Azure cloud solutions.
Benefits
  • Competitive remuneration package
  • Employee Stock Purchase Plan
  • Enrolment
  • Best in class Benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
TCP/IP networkingtroubleshootinganalysisproblem-solvingWindows operating systemLinux operating systemnetwork devicesapplication protocolsvirtualization environmentsweb and application servers
Soft Skills
professional communicationcustomer servicestress managementconstructive criticismownershipclear communicationindependent managementdocumentation improvementcourtesyapproachability
Certifications
CCNACCNPMCSEVCP