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Technical Support Engineer I

Technical Support @ Bedford, MA, United States

Job Summary

About the Team/Product:
OpenEdge Technical Support / Backend (DB, AdminServer, AppServer (Classic and OEPAS) OEM, DataServer, WebSpeed, Pro2, OE Authentication Gateway, SSL, certificates, Adapters, network server/client connectivity, configuration, installation, product administration and general Operating System knowledge).

About the Role:
  • Interacts professionally and courteously with all customers and peers.
  • Maintains confidentiality.
  • Follows the processes and procedures for technical support workflow.
  • Takes ownership of designated issues submitted by customers by making sure the problem is solved to the best possible way.
  • Conducts research using a variety of resources, including documentation, Knowledge Base, bug database, and the world wide technical and field teams via Community forums.
  • Maintains complete and accurate log of customer interactions and technical details.
  • Runs support cases provided by customers in order to reproduce and diagnose support incidents.
  • Communicates clearly and precisely with customers regarding technical issues setting expectations for callbacks and follow-up regarding their issues.
  • Escalates product issues to their product team members.
  • Logs product defects and feature requests clearly in the corresponding systems.
  • Provides Engineering with clear and complete information, when engineering assistance is required, carrying out recommended diagnostic steps and gathering information as necessary.
  • Participates in knowledge capturing (e.g. Create new knowledge resources and/or update the existing ones - product demos, KB and technical articles/documentation, code libraries.).
  • Reviews product documentation, identifies topics needing improvement and is able to contribute under supervision.
  • Increases product and procedural knowledge through self-training, work with colleagues, and experience with customer issues.

About You:
  • 0-2 years of related professional experience
  • Knowledge of Windows and/or UNIX
  • Networking, database, SQL 92 knowledge is a plus
  • Excellent verbal and written communication skills including effective listening skills.
  • Proficiency in English adequate for communication with customers.
  • Basic analytical and troubleshooting skills specific to software related issues.
  • Good customer service skills.
  • Manage time across multiple tasks in a deadline-driven environment and maintain attention to details.

Progress is proud to be an Equal Opportunity Employer!
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