Senior Technical Support Engineer

Progress Software Corporation; United Kingdom; Remote; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Senior Technical Support Engineer to provide exceptional support and guidance to customers. In this role, you'll troubleshoot complex technical issues, mentor junior staff, and ensure customer satisfaction through effective communication and problem-solving. With a focus on continuous improvement and collaboration, you'll thrive in a dynamic environment that values diverse perspectives. Join a team that prioritizes your growth and well-being while offering competitive compensation and a supportive culture. This is a fantastic opportunity to advance your career in a forward-thinking company.

Benefits

Competitive salary

Employee Stock Purchase Program

Premium Health Insurance

Generous vacation allowance

Additional day off for birthday

Days off for volunteering

Global well-being program

Career development tools

Qualifications

• Experience in software troubleshooting and analysis.
• Strong customer service skills and ability to manage multiple cases efficiently.

Responsibilities

• Provide technical support to customers and other departments.
• Train and mentor junior staff members.
• Take ownership and manage customer cases effectively.

Skills

SQL

Node.js

JavaScript

Java

Data Analytics

Customer Service

Troubleshooting

Network Concepts

Programming

Tools

MarkLogic

AWS

Azure

Wireshark

Job description

We are Progress (Nasdaq: PRGS) - a trusted provider of software that enables our customers to develop, deploy and manage responsible, AI powered applications and experience 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 and help us do what we do best: propelling business forward.

In this position you need to participate in holiday and weekend (on-call) coverage as needed to provide standard (24/7) support coverage.

In this role you will:

• Provide 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 in other areas including customer care skills.
• Very knowledgeable about internal procedures, processes, and tools.
• Excellent team player and communicator with excellent diagnostic and troubleshooting skills.
• Take ownership and manage customer cases (i.e. tickets, emails, remote assistance) and customer expectations effectively and professionally.
• Communicate clearly and precisely with customers to determine expectations for resolutions and provide workarounds to product defects.
• Maintain complete and accurate logs of customer interactions and technical details.
• Review product documentation, identifying topics needing improvement and is able to contribute.
• Capable of supporting new company products with an appropriate level of on-the-job training.
• Proactively Identify product issues and provide clear and precise information on how to reproduce them using the bug tracking system. Provide additional information to Development as needed to resolve bugs.
• Show corporate interest, adaptability and independence as well as demonstrate experience in approaching technical and procedural questions.

Your background:

• Previous experience in software troubleshooting and analysis.
• Proficiency in SQL database design and principles.
• Experience with Node.js, JavaScript, XQuery, Java, and distributed computing (MarkLogic).
• Strong grasp of database concepts (ACID, Deadlocks, Indexing, Caching, DataHub).
• Knowledge of information systems, client/server architecture, and request processing.
• Understanding of network concepts (TCP/IP, SSL, MTU) and tools (Netstat, Wireshark).
• Familiarity with Linux hardware resource usage.
• Expertise in data analytics, BI, and visualization tools.
• Strong foundation in data governance, compliance, and information science principles.
• Experience with data modeling (taxonomy, ontology) and document formats (JSON, XML).
• Cloud computing experience (AWS, Azure).
• Security knowledge (SAML, LDAP, SSL, Kerberos).
• Excellent English communication skills (verbal & written).
• Strong customer service skills and ability to manage multiple cases efficiently.
• Programming experience would be a plus,

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:

• Compensation: Competitive salary, bonus, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback.
• Benefits: Premium Collective Health Insurance Plan with a monthly employer contribution and Premium Collective Pension Scheme fully funded by Progress
• Time-off and Leave: Generous vacation allowance, an additional day off for your birthday, and days off for volunteering
• Well-being: A global well-being program focused on physical, mental, and financial health.
• Focus on Employee Experience: We aim to create an environment where people view their time at Progress as their best career chapter by seeking your feedback, partnering with you and recognizing and celebrating the moments that matter.
• Career Growth: We empower you to own your career and personalize your growth with career development tools, internal career mobility, knowledge sharing, and learning opportunities.

Apply now!

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