Technical Support Engineer II

Customer Support @ Waltham, MA, United States

Job Summary

This is a great job for someone who’s excited by the possibilities offered by programming, but who’s most motivated by solving real problems for real people. You will be consistently engaged by diverse and interesting challenges. You'll use a constantly evolving tool set to solve a constantly evolving array of problems. There's room for coding in this position, but you don't have to be a super coder to succeed in it.

If you were a part of our team, here are some of the things you would have done last week as a Technical Support Engineer:

  • Owning designated issues submitted by customers and making sure their problem is solved in the best possible way 
  • Researching variety of resources, including documentation, Knowledge Base, bug database, and Community forums 
  • Running cases provided by customers to reproduce and diagnose support incidents 
  • Communicating clearly and precisely with customers regarding technical issues and setting the right expectations 
  • Logging product defects and feature requests; providing Engineering with clear and complete information, when engineering assistance is required, carrying out recommended diagnostic steps and gathering information as necessary 
  • Participating in knowledge capturing (e.g. Create new knowledge resources and/or update the existing ones - product demos, KB and technical articles/documentation, code libraries.). 
  • Reviewing product documentation and identifying topics that need improvement

 To be great in this role you need to have: 
  • A broad technical curiosity with proven technical understanding and problem solving 
  • Technical background with front-end technologies – JavaScript/TypeScript/HTML/CSS  
  • Experience with Angular and accompanying libraries RxJS, NgRx, Angular Material etc.  
  • The ability to communicate clearly and positively through written and spoken English 
  • Previous background in a technical customer-oriented job will be considered highly advantageous, but is not required
  • Bachelor's Degree Required 
If you are looking for a: 
  • Constant stream of fun challenges to solve - with the resources to solve them 
  • Friendly, informal, and knowledge-sharing environment with smart people around you 
  • Chance to join a team and a company globally recognized for its cutting-edge products 
  • Dynamic opportunity for professional growth 
  • Company with a social and benefits program that allows you to concentrate on your job and career 
  • Company that pays as much as it can give rather than as little as it can get away with 
  • A modern office conveniently located right off the highway exit with a stocked-snacks kitchen and espresso machines 
  • Gym and a large game room in-office 
If the above fits your experience and career goals, then we would be happy to hear from you! 

Progress is proud to be an Equal Opportunity Employer!

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