Technical Support Engineer II, ShareFile

About the role

Progress is hiring a Technical Support Engineer II for its ShareFile product, working in a hybrid setup between home office and the Belen, CR location. The engineer handles technical issues in assigned products of low to moderate complexity with little to no supervision, following established processes.

Key responsibilities

• Handle technical issues with little to no supervision, keeping customer interactions and technical details logged accurately.
• Investigate customer environments, logs and code, identify bugs, propose workarounds and create feature requests.
• Manage difficult customer communications professionally and escalate issues when needed.
• Research using documentation, the Knowledge Base, bug databases and community forums, and contribute to improving product documentation.
• Drive the creation and update of knowledge base articles and prepare for support of new product versions.
• Manage case and account escalations, and collaborate with engineering teams by logging defects and feature requests.
• Take part in project work and on-call rotations (including weekends and holidays) when needed.

Required profile

• Demonstrated related professional experience; a Bachelor's or Master's degree in Computer Science or a related field may be required.
• Proven analytical and troubleshooting skills for software issues, strong customer service skills and ability to multi-task in a fast pace.
• Hands-on experience with IP-based communication protocols and packet-level data transmission (TCP/IP, UDP).
• Working knowledge of Unix and/or Windows operating systems and networking.

Required skills

• Basic programming experience or knowledge of programming languages and technologies.
• Knowledge capturing, such as giving webinars or technical presentations to peers.

What we offer

• Health insurance covering medical, dental, emergency and preventative care for you, your spouse and dependents.
• Life and disability insurance for employees.
• Competitive salary, bonus or commission depending on position, and an employee stock purchase program.
• Paid day off for your birthday, legal vacation days, additional paid time off and other leaves.