Senior Technical Support Engineer

Progress

Senior Technical Support Engineer providing high complexity technical support and mentoring junior staff members at Progress, a software provider.

Posted 6/22/2026full-timeHyderabad • 🇮🇳 IndiaSeniorWebsite

Tech Stack

Tools & technologies

AWSAzureCloudLinuxRDBMSUnix

About the role

Key responsibilities & impact

Provides technical support to customers and other departments.
Handles technical issues of highest complexity without supervision.
Trains and mentors junior staff members.
Specialized in multiple technical areas/products with strong understanding and experience on other areas including customer care skills.
Maintains confidentiality.
Takes ownership and manages customer cases (i.e. tickets, emails, remote assistance) and customer expectations effectively and professionally.
Communicates clearly and precisely with customers regarding expectations for callbacks, follow-ups regarding their issues, interactions with development, and other open issues.
Troubleshoots and diagnoses customer issues involving 3rd party products.
Reviews product documentation identifies topics needing improvement and is able to contribute.
Responsible for professional self-development by attending formal and informal training (webinars, white papers).
Builds constructive and effective relationships with peers and initiates communication to resolve any conflict.

Requirements

What you’ll need

At least 3+ years of related professional experience
Strong experience with relational databases (schema design, queries, performance tuning, indexing)
OpenEdge RDBMS is a plus
Experience in database administration and troubleshooting (performance, locking, corruption, connectivity)
Solid understanding of database internals (transactions, isolation levels, indexing, storage)
Hands-on experience with Windows, Linux, and/or UNIX environments
Experience with backend systems and server-side troubleshooting
Familiarity with networking fundamentals and system-level diagnostics
Exposure to cloud or hybrid environments (AWS/Azure preferred)
Basic understanding of security concepts (authentication, encryption)
Strong skills in root cause analysis, log analysis, and issue reproduction
Experience supporting production environments / customer-facing systems
Programming experience or knowledge of programming languages/technologies.
Excellent verbal and written communication skills including effective listening skills.
Excellent command of English.
Solid analytical and troubleshooting skills specific to software-related issues.
Strong customer service skills.
Demonstrated ability to handle large number of cases efficiently and effectively.
Ability to mentor more junior staff members.
Must be able to multi-task in a fast paced environment and handle all accountabilities with minimal supervision, while maintaining attention to details.

Benefits

Comp & perks

Competitive remuneration package
Employee Stock Purchase Plan Enrolment
30 days of earned leave
An extra day off for your birthday
Various other leaves like marriage leave, casual leave, maternity, and paternity leave
Premium Group Medical Insurance for employees and five dependents
Personal accident insurance coverage
Life insurance coverage
Professional development reimbursement
Interest subsidy on loans - either vehicle or personal loans
Health club reimbursement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

relational databasesschema designqueriesperformance tuningindexingOpenEdge RDBMSdatabase administrationtroubleshootingWindowsLinux

Soft Skills

customer care skillscommunicationmentoringrelationship buildingconflict resolutionanalytical skillstroubleshooting skillsmulti-taskingattention to detaileffective listening