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Senior Technical Support Engineer

Chef Software

Chef Software

Software Engineering, IT, Customer Service
Ireland · Remote
Posted on Thursday, June 20, 2024

We are Progress (Nasdaq: PRGS) - the trusted provider of software that enables our customers to develop, deploy and manage responsible, AI powered applications and experiences with agility and ease.

We’re 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 Senior Technical Support Specialist and help us do what we do best: propelling business forward.

We are seeking a highly skilled Senior Technical Support Specialist to join our team. In this role, you will provide top-tier technical support to our customers and collaborate closely with other internal teams. You will handle the most complex technical issues independently for our Chef product. Your expertise will span multiple technical areas, and you will possess a strong understanding of customer care. As a team player with excellent diagnostic and troubleshooting skills, you will consistently represent our brand, Progress, in all aspects of your role.

In this role, you will:

  • Follow the processes and procedures for technical support workflow.

  • Interact professionally and courteously with all customers and peers. Remain approachable, react calmly under stressful situations, and receive constructive criticism well. Maintain confidentiality.

  • Take ownership and manage customer cases (i.e., tickets, emails, remote assistance) and customer expectations effectively and professionally.

  • Maintain complete and accurate logs of customer interactions and technical details.

  • Run support cases provided by customers and develop reproductions and examples required to identify and resolve problems.

  • Communicate clearly and precisely with customers regarding expectations for callbacks, follow-ups regarding their issues, interactions with development, and other open issues.

  • Independently manage difficult communication with customers in an effective and professional manner.

  • Log 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 existing ones - KB and technical articles/documentation, code libraries).

  • Review product documentation, identify topics needing improvement, and contribute accordingly.

  • Take responsibility for professional self-development by attending formal and informal training (webinars, white papers) offered within the office and externally based on your development plan agreed with your manager. For example: industry trends, technologies, etc.

  • Increase product and procedural knowledge through self-training, work with peers, and experience with customer issues.

  • Build constructive and effective relationships with peers and initiate communication to resolve any conflict in an assertive, tactful manner.

  • Capable of supporting new company products with an appropriate level of on-the-job training.

  • Contribute to product specifications by bringing customers' perspectives and identifying support-related implications.

  • Demonstrate a high level of proficiency in the infrastructure related to the product environment while resolving customer issues.

  • Proactively identify issues with the product and enter clear and precise information on how to reproduce them using the bug tracking system. Provide additional information to Development as needed to resolve bugs.

Your background:

  • At least 5+ years of related professional experience. Knowledge of Chef is a plus.

  • Excellent verbal and written communication skills, including effective listening skills.

  • Excellent command of English.

  • Solid analytical and troubleshooting skills specific to software-related issues.

  • Strong customer service skills.

  • Programming experience or knowledge of programming languages/technologies.

  • Demonstrated ability to handle a large number of cases efficiently and effectively.

  • Must be able to multi-task in a fast-paced environment and handle all accountabilities with minimal supervision while maintaining attention to detail.

If this sounds like you and fits your experience and career goals, we’d be happy to chat. What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy:

  • Compensation: Base salary plus bonus, and best-in-class Employee Stock Purchase Program (ESPP) with a 27-month lookback.
  • Benefits: Premium Collective Health Insurance Plan with a monthly employer contribution and Premium Collective Pension Scheme fully funded by Progress
  • Time-off and Leave: Generous vacation allowance, an additional day off for your birthday, and days off for volunteering
  • Well-being: A global well-being program focused on physical, mental, and financial health
  • Focus on Employee Experience: We aim to create an environment where people view their time at Progress as their best career chapter by seeking your feedback, partnering with you and recognizing and celebrating the moments that matter.
  • Career Growth: We empower you to own your career and personalize your growth with career development tools, internal career mobility, knowledge sharing, and learning opportunities.

Apply now!

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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!