Progress Looking for Senior Technical Support Engineer 1 (Contact for 6-9 Months) at Hyderabad, Telangana Full Time

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, Senior 1 as a contractor for our Product support team in Hyderabad.

In this role you will:
Demonstrate the ability to handle a large number of cases efficiently and effectively

Communicate clearly and precisely with customers to determine expectations for resolutions and provides workarounds to product defects

Troubleshoot and diagnose customer issues of highest complexity involving 3rd party products using a variety of resources, including documentation, knowledge base, bug database, source code, and the worldwide technical and field teams via Community forums.

Run customer test cases when available, and develop test cases and examples as required to resolve problems, using methodical testing to isolate and identify problems

Manage difficult customers and customer expectations effectively and professionally

Escalate issues to management or other team members

Document product defects and feature requests clearly in the corresponding systems. Provide Engineering with clear and complete information, when engineering assistance is required, carrying out recommended diagnostic steps and gathering information as necessary

Demonstrate and apply a good understanding of knowledge capturing principles (e.g. Create new knowledge resources and/or update the existing ones – product demos, KB and technical articles, code libraries)

Act as a source of knowledge and develop other team members by mentoring new hires and junior TSEs, providing constructive feedback on training needs, deliver knowledge in the form of presentations and technical documents.

Required Skills

BS in Computer Science, Computer Information Systems experience, or MS with or equivalent experience or degree

Solid programming experience or knowledge of programming languages/technologies

Excellent verbal and written communication skills in English Language

Solid analytical and troubleshooting skills are specific to software-related issues

Strong customer service skills

Ability to multitask in a fast-paced environment and maintain attention to details

Knowledge/experience with Java, JavaScript, development IDEs such as Visual Studio, Eclipse, etc

Operating systems: Windows, Red Hat Linux

Knowledge of Applications Servers, Web Services, and Cloud Service Providers

Working experience in Support and using CRM tools like Salesforce, ServiceNov, Remedy etc

Desired Skills

Strong Customer Support Experience.

Familiarity preferred but not essential: Kerberos, SSL, TCP protocols, SOAP, REST, IIS

Shift Timings :– 2:00 pm to 11:00 pm IST