Support Engineer

• Provide world-class technical support and service for the Progress’ Managed File Transfer product suite.
• Provides technical support to customers and other departments.
• Handles technical issues of low to moderate complexity with little to no supervision.
• Specialized in one area/product with good customer care skills.
• Knowledgeable about internal procedures, processes, and tools.
• Excellent team player and communicator with very good diagnostic and troubleshooting skills.
• Provides technical assistance to evaluators, customers, resellers and Progress employees via various communication options.
• Assists with the installation, configuration, use and maintenance of our software products.
• Follows the processes and procedures for technical support workflow.
• Diagnoses and explains external hardware and software issues that affect the use and/or configuration of our software.
• Provides customers with information about Progress products and resources.
• Capable to support new company products with appropriate level of on the job training.
• Interacts professionally and courteously with all customers and peers.
• Easily approachable, reacts calmly under stressful situations; receive constructive criticism well.
• Maintains confidentiality.
• Communicates clearly and precisely with customers regarding expectations for callbacks.
• Sets appropriate expectations for resolutions and workarounds for product defect.
• Escalates product issues to management or other team members.
• Logs product defects and feature requests clearly in the corresponding systems.
• Provides Development with clear and complete information, when Development assistance is required.
• Demonstrates and applies good understanding of knowledge capturing principles.
• Reviews product documentation, identifies topics needing improvement and is able to contribute.
• Responsible for professional self-development by attending formal and informal training.

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