Technical Support Engineer, OpenEdge

Job Summary

Progress is an experienced, trusted provider of products designed with customers in mind, so they can develop the applications they need, deploy where and how they want and manage it all safely and securely. We take pride in what we do, always valuing the whole person—at work and in life. Our diverse life experiences enrich our culture because people power progress. And as Technical Support Engineer in Rotterdam, you can join us in doing what we do best: propelling business forward.

We focus on Progress’ flagship product, OpenEdge, by assisting our solution providers and end-users with the configuration, troubleshooting and coding of our various supporting products. You will have the opportunity to learn the OpenEdge platform inside-out and will be working with some of the world’s leading Fortune 500 companies. As you work together with our customers, you will be among the first to hear their direct product feedback and will have the chance to influence the product roadmap.

The Progress OpenEdge platform offers a complete, out-of-the-box solution for developing, integrating, and managing business applications offered as a service or on-premises. It is an integrated development environment that helps build high-performance multi-platform systems.

What you will do in this role:

  • Follows the processes and procedures for technical support workflow.
  • 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 technical issues setting expectations for callbacks and follow-up regarding their issues.
  • Manages difficult communication with customers in effective and professional manner with assistance from senior team members. Involves senior team members or management in customer escalations.
  • Takes ownership of support cases submitted by customers, reproducing, and diagnosing support incidents, to ensure that the problem is solved in the best possible way.
  • Conducts research using a variety of resources, including documentation, Knowledge Base, bug database, source code, and the worldwide technical and field teams via Community forums.
  • Maintains complete and accurate log of customer interactions and technical details.
  • 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.
  • Demonstrates and applies good understanding of knowledge capturing (e.g., create new knowledge resources and/or update the existing ones, product demos, code libraries.)
  • Responsible for professional self-development by attending formal and informal training (webinars, white papers) offered within office and externally based on your development plan agreed with your manager. For example: industry trends, technologies, etc. Increases product and procedural knowledge through self-training, work with colleagues, and experience with customer issues.

 About you:

  • Demonstrated professional experience in a similar role.
  • Programming experience or knowledge of programming languages/technologies is required (.NET, Java, C, etc.)
  • Database experience (Microsoft SQL Server, database management tools, ability to write SQL statements, ability to read a schema) is a plus.
  • Analytical and troubleshooting skills specific to software related issues.
  • Excellent verbal and written communication skills, including effective listening skills.
  • Must be fluent in English. An additional language (Dutch/French/German/Spanish/Italian) is a definite bonus, but not required.
  • Strong customer service skills.
  • Excellent team player.
  • Able to manage time across multiple tasks in a deadline-driven environment and maintain attention to details.

If this sounds like the right fit for your experience and career interests, we would be happy to talk to you! What we offer in return is:

  • 24 days’ vacation (increased after years of service) + an extra day off for your birthday
  • Premium Collective Health Insurance Plan with a monthly employer contribution
  • Premium Collective Pension Scheme fully funded by Progress
  • Company-paid commuting/mileage reimbursement
  • Fitness Program, allowing you to choose a gym and enjoy the discount and tax-advantage

We Make Progress

Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!

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