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Technical Support Engineer, Senior1

Job Summary

We’re Progress – we offer the best platform for building and deploying tomorrow’s applications quickly and easily. We are bold, forward-thinking innovators who build things that work and care about our customers. We invent and reinvent every day, work together as one, value and respect each other and cheer our wins. Join us as a Technical Support Engineer for our  Product Support Team

The What’s Up Gold Technical Support team is part of a worldwide organization with team members in North America, Western Europe and India. We focus on Progress’ Network Monitoring product, What’s Up Gold, by assisting our partners and end-users with the understanding, configuration and troubleshooting of our products. We are a close-knit, passionate team who likes to work hard and have fun while doing it!

Our support team Provides technical support to customers and other departments. Handles technical issues of low-medium complexity under supervision. Good customer care skills. Excellent team player and communicator with good diagnostic and troubleshooting skills.


As a member of the team you will be expected to:

  • Interacts professionally and courteously with all customers and peers.
  • Easily approachable, reacts calmly under stressful situations; receive constructive criticism well. 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, defect 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

What we offer in return is the opportunity to join a talented team of bright and nice people and to also enjoy :

Here at Progress, we truly care about your employee experience. It is important to us for our employees to balance their work and home life, obtain viable options for their health and wellness, grow their career, and plan for financial success.
  • 30 days of earned leaves plus an extra day off for your birthday, various other leaves like Marriage leave ,Casual leave, Maternity leave , Paternity Leave
  • Premium Group medical Insurance for employee and 5 dependents ,Personal accident insurance coverage, Life insurance coverage
  • A modern office with a well-equipped gym onsite, free access to Yoga , Zumba classes by professional trainers
  • Professional development reimbursement 
  • Interest subsidy on loans - either vehicle or personal loans
 

Together,
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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