Technical Support Engineer II – Networking, File Transfer
Progress
full-time
Posted on:
Location Type: Hybrid
Location: Hyderabad • 🇮🇳 India
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Linux
About the role
- 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.
Requirements
- BS in Computer Science, Computer Information Systems experience, or MS with or equivalent experience or degree
- Excellent verbal and written communication skills
- Solid analytical and troubleshooting skills are specific to software-related issues
- Strong customer service skills
- Ability to multitask in a fast-paced environment and maintain attention to details
- Knowledge/experience with windows/linux OS administration, SSL, SSH, Networking, File transfer technologies.
Benefits
- Compensation
- Competitive remuneration package
- Employee Stock Purchase Plan
- Vacation
- Family and Health 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootinginstallationconfigurationdiagnostic skillssoftware maintenanceanalytical skillsfile transfer technologiesOS administrationnetworking
Soft skills
customer careteam playercommunication skillsapproachabilitycalm under pressureattention to detailmultitaskingprofessionalismconstructive criticismself-development
Certifications
BS in Computer ScienceMS in Computer ScienceComputer Information Systems degree