Job Title: Technical Support Engineer, Senior 1
Progress Location: Hyderabad
Contract type: Full time
Job Description
We are Progress (Nasdaq: PRGS) - a trusted provider of software that enables our
customers to develop, deploy and manage responsible, AI powered applications and
experiences with agility and ease.
Were proud to have a diverse, global team where we value the individual and enrich our
culture by considering varied perspectives because we believe people power progress. Join
us as a Technical Support Engineer, Senior 1 and help us do what we do best: propelling
business forward. Know more about us.
Overview: Provides technical support to customers and other departments. Handles
technical issues of highest complexity without supervision. Trains and mentors junior sta
members. Specialized in multiple technical areas/products with strong understanding and
experience on other areas including customer care skills. Very knowledgeable about
internal procedures, processes, and tools. Excellent team player and communicator with
excellent diagnostic and troubleshooting skills. Consistent in all aspects of the role.
Acknowledged resource for colleagues. Must show corporate interest, adaptability and
independence as well as demonstrate experience in approaching technical and procedural
questions.
In this role you will:

Follows the processes and procedures for technical support workow.
Interacts professionally and courteously with all customers and peers. Easily
approachable, reacts calmly under stressful situations; receive constructive
criticism well. Maintains condentiality.
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Takes ownership and manages customer cases (i.e. tickets, emails, remote
assistance) and customer expectations eectively and professionally.
Communicates clearly and precisely with customers to determine expectations for
resolutions and provides workarounds to product defects.

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Troubleshoots and diagnoses customer issues involving 3rd party products using a
variety of resources, including documentation, knowledge base, bug database,
source code, and the world wide technical and eld teams via Community forums.
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Maintains complete and accurate log of customer interactions and technical
details.
Runs support cases provided by customers, and develops reproductions and
examples required to identify and resolve problems.
Communicates clearly and precisely with customers regarding expectations for
callbacks, follow-ups regarding their issues, interactions with development, and
other open issues.
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Independently manages diicult communication with customers in eective and
professional manner.
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Escalates product issues to management or other team members.




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.
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Demonstrates and applies good understanding of knowledge capturing principles
(e.g. Create new knowledge resources and/or update the existing ones - product
demos, KB and technical articles/documentation, code libraries.).
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Reviews product documentation identies topics needing improvement and is able
to contribute.
Responsible for professional self-development by attending formal and informal
training (webinars, white papers) oered within oice and externally based on your
development plan agreed with your manager. For example: industry trends,
technologies and etc.
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Increases product and procedural knowledge through self-training, work with peers,
and experience with customer issues.
Builds constructive and eective relationships with peers and initiates
communication to resolve any conict in an assertive, tactful manner.
Prepares (Ensures readiness) for support of new product versions.

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Capable to support new company products with appropriate level of on the job
training.
Acts as a general knowledge resource for peers. Provides assistance to peers
working in the same specialty area as well as handling issues outside of the area of
specialty. Participates in forums, responds to technical questions, sharing product
knowledge with colleagues.
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Contributes to product specications by bringing customers' perspective and
identifying support related implications.
Contributes to product roadmap (if applicable dependent upon product
development organization).
Provides assistance and training to other TSE (for example through the Admin
application or CTA and or approving support tickets).
Mentors junior sta members. If needed is assigned as a "Guide" to new team
members.
Demonstrates a high level of prociency in the infrastructure related to the product
environment while resolving customer issues.
Proactively Identies issues of the product and enters clear and precise information
on how to reproduce them using the bug tracking system. Provides additional




information to Development as needed to resolve bugs.
Your background:
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At least 3 years of related qualified experience
Experience with Java, Node.js, JavaScript, JDBC and XQuery
Web & Application Servers Enterprise Application Server (Tomcat, WebLogic,
JBoss, WebSphere), IIS
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Integration SOAP & RESTful Web Services, XML/JSON
Security SSL/TLS, SAML, LDAP, Kerberos
Cloud Computing AWS and Azure
NoSQL Database design and principles.
Experience with Distributed Computing and Cluster architecture

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Good understanding of Database Concepts expertise, ACID, Deadlock,
Index/cache, DataHub.
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Understanding of information systems, databases, publications systems, etc.
Understanding of Client/Server architecture and request processing in a distributed
environment.
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Able to understand Network concepts: TCP/IP, SSL, MTU, tools Netstat/Wireshark
etc
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Able to understand Linux hardware resource usage.
Understanding of data analytics, business intelligence, and visualization tools.
In-depth knowledge of information science principles, data governance, and
compliance.
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Data modeling: taxonomy, ontology, etc.
Excellent verbal and written communication skills including eective listening skills.
Excellent command of English.
Solid analytical and troubleshooting skills specic to software-related issues.
Strong customer service skills.
Programming experience or knowledge of programming languages/technologies.
Demonstrated ability to handle large number of cases eiciently and eectively.
Ability to mentor more junior sta members.
Must be able to multi-task in a fast paced environment and handle all
accountabilities with minimal supervision, while maintaining attention to details.
Shift Timings: 05:00 AM - 02:00 PM (IST)
If this sounds like you and ts your experience and career goals, wed be happy to
chat. What we oer in return is the opportunity to experience a excellent company
culture with wonderful colleagues to learn from and collaborate with and also to
enjoy:
Compensation

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Competitive remuneration package
Employee Stock Purchase Plan Enrolment
Vacation, Family, and Health
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30 days of earned leave
An extra day o for your birthday
Various other leaves like marriage leave, casual leave, maternity, and paternity leave
Premium Group Medical Insurance for employees and ve dependents, personal
accident insurance coverage, life insurance coverage
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Professional development reimbursement¢
Interest subsidy on loans - either vehicle or personal loans
Health club reimbursement

📌 Technical Support Engineer, Senior 1 (Hyderabad)
🏢 PROGRESS SOFTWARE
📍 Hyderabad